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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 : BJIR ; an … 60 (2022) 2, pp. 348-370

Persistent link: https://www.econbiz.de/10013190938

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

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

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

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

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

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. - 2010

This comparative study examines survey data from 464 call centers in the United States, 167 in the United Kingdom, and 387 in Canada to explore two questions: whether institutional differences shape employers’ choices of ways to improve work force flexibility, both numerical and functional;...

Persistent link: https://www.econbiz.de/10014187915