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Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Dean, Alison M.; Rainnie, Al - In: The journal of services marketing 23 (2009) 5, pp. 326-337
Persistent link: https://www.econbiz.de/10009525733
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Symposium: working in call centres : special issue
Rainnie, Al (contributor) - 2008
Persistent link: https://www.econbiz.de/10003762462
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Introduction: call centres, the networked economy and the value chain
Rainnie, Al; Barrett, Rowena; Burgess, John; Connell, Julia - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 195-208
Persistent link: https://www.econbiz.de/10003762468
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Community unionism in a regional call centre : the organiser's perspektive
Rainnie, Al; Drummond, Gail - In: Developments in the call centre industry : analysis, …, (pp. 136-151). 2006
Persistent link: https://www.econbiz.de/10003393951