Artikel
Exploring the influence of the human factor on customer satisfaction in call centres
The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified to obtain a nuanced analysis of the employee-related paths that lead to customer satisfaction in call centres. The study employs data from 109 call centres and utilises PLS for our exploratory purposes. Call centre managers should note that investing in HR practices will pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres.
- Language
-
Englisch
- Bibliographic citation
-
Journal: BRQ Business Research Quarterly ; ISSN: 2340-9436 ; Volume: 22 ; Year: 2019 ; Issue: 2 ; Pages: 83-95 ; Barcelona: Elsevier España
- Classification
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Management
Firm Objectives, Organization, and Behavior: General
Marketing
Personnel Economics: Labor Management
- Subject
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Call centres
Customer satisfaction
Exploratory
HRM
- Event
-
Geistige Schöpfung
- (who)
-
Chicu, Dorina
del Mar Pàmies, Maria
Ryan, Gerard
Cross, Christine
- Event
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Veröffentlichung
- (who)
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Elsevier España
- (where)
-
Barcelona
- (when)
-
2019
- DOI
-
doi:10.1016/j.brq.2018.08.004
- Handle
- Last update
-
10.03.2025, 11:46 AM CET
Data provider
This object is provided by:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
Object type
- Artikel
Associated
- Chicu, Dorina
- del Mar Pàmies, Maria
- Ryan, Gerard
- Cross, Christine
- Elsevier España
Time of origin
- 2019
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