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Customer aggression, employee voice and quit rates : Evidence from the frontline service workforce
Liu, Xiangmin; Van Jaarsveld, Danielle; Yanadori, Yoshio - In: British Journal of Industrial Relations 60 (2021) 2, pp. 348-370
Persistent link: https://www.econbiz.de/10012634476
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It's all in the mix : determinants and consequences of workforce blending in call centres
Kwon, Hyunji; Van Jaarsveld, Danielle - In: Human relations 66 (2013) 8, pp. 1075-1100
Persistent link: https://www.econbiz.de/10009787370
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The influence of capital structure on strategic human capital : evidence from US and Canadian firms
Liu, Xiangmin; Van Jaarsveld, Danielle; Batt, Rosemary L.; … - In: Journal of management : JOM 40 (2014) 2, pp. 422-448
Persistent link: https://www.econbiz.de/10010246075
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Call centers : emotional labor over the phone
Van Jaarsveld, Danielle; Poster, Winifred R. - In: Emotional labor in the 21st century : diverse …, (pp. 153-173). 2013
Persistent link: https://www.econbiz.de/10009663194
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The relationships of informal high performance work practices to job satisfaction and workplace profitability
Yanadori, Yoshio; Van Jaarsveld, Danielle - In: Industrial relations : a journal of economy & society 53 (2014) 3, pp. 501-534
Persistent link: https://www.econbiz.de/10010399393
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The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
Van Jaarsveld, Danielle; Walker, David D.; Skarlicki, … - In: Journal of management : JOM 36 (2010) 6, pp. 1486-1504
Persistent link: https://www.econbiz.de/10008701401
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Industrial relations and labour market segmentation in Dutch call centres
Van Jaarsveld, Danielle; Grip, Andries de; Sieben, Inge - In: European journal of industrial relations 15 (2009) 4, pp. 417-435
Persistent link: https://www.econbiz.de/10003916048
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The effects of institutional and organizational characteristics on work force flexibility: evidence from call centers in three liberal market economies
Van Jaarsveld, Danielle; Kwon, Hyunji; Frost, Ann C. - In: ILR review : the journal of work and policy 62 (2008/09) 4, pp. 573-601
Persistent link: https://www.econbiz.de/10003883043
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Labour market segmentation revisited : a study of the Dutch call centre sector
Grip, Andries de (contributor); Sieben, Inge (contributor);  … - 2006
Persistent link: https://www.econbiz.de/10003391247
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Misbehaving customers : understanding and managing customer injustice in service organizations
Van Jaarsveld, Danielle; Restubog, Simon Lloyd D.; … - In: Organizational dynamics : a quarterly review of … 44 (2015) 4, pp. 273-280
Persistent link: https://www.econbiz.de/10011434290