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Managing nurse lines - practical challenges and the developing theory
Wang, Xiaofang; Debo, Laurens G.; Scheller-Wolf, Alan - In: International journal of production research 53 (2015) 23/24, pp. 7213-7225
Persistent link: https://www.econbiz.de/10011431963
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Rate-based daily arrival process models with application to call centers
Oreshkin, Boris N.; Réegnard, Nazim; L'Ecuyer, Pierre - In: Operations research 64 (2016) 2, pp. 510-527
Persistent link: https://www.econbiz.de/10011485622
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Assessing the opportunities and behaviors of banking clients in Romania : an analysis of the use of online banking applications
David, Simona - In: Academic journal of economic studies 5 (2019) 2, pp. 63-73
Persistent link: https://www.econbiz.de/10012039017
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The impact of sales contests on customer listening : an empirical study in a telesales context
Koehl, Maryse; Poujol, Juliet F.; Tanner, John F. - In: The journal of personal selling & sales management : JPSSM 36 (2016) 3, pp. 281-293
Persistent link: https://www.econbiz.de/10011565556
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An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk; Kumar, Anuj; Netessine, Serguei - In: Manufacturing & service operations management : M & SOM 17 (2015) 3, pp. 368-383
Persistent link: https://www.econbiz.de/10011307925
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Customer service work and the aesthetics of resistance
Barnes, Alison - In: Advances in industrial and labor relations 19 (2012), pp. 161-179
Persistent link: https://www.econbiz.de/10009746041
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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Peakedness-based staffing for call center outsourcing
Van den Schrieck, Jean-Christophe; Akşin, Zeynep; … - In: Production and operations management : an international … 23 (2014) 3, pp. 504-524
Persistent link: https://www.econbiz.de/10010355678
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Optimal hiring and retention policies for heterogeneous workers who learn
Arlotto, Alessandro; Chick, Stephen E.; Gans, Noah - In: Management science : journal of the Institute for … 60 (2014) 1, pp. 110-129
Persistent link: https://www.econbiz.de/10010345163
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A structural equation modelling evaluation of antecedents and interconnections of call centre agents' intention to quit
Iwu, Chux Gervase; Opute, Abdullah Promise; … - In: Journal of risk and financial management : JRFM 14 (2021) 4, pp. 1-21
Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...
Persistent link: https://www.econbiz.de/10012522259