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.
- Sprache
-
Englisch
- Erschienen in
-
Journal: BRQ Business Research Quarterly ; ISSN: 2340-9436 ; Volume: 22 ; Year: 2019 ; Issue: 2 ; Pages: 83-95 ; Barcelona: Elsevier España
- Klassifikation
-
Management
Firm Objectives, Organization, and Behavior: General
Marketing
Personnel Economics: Labor Management
- Thema
-
Call centres
Customer satisfaction
Exploratory
HRM
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Chicu, Dorina
del Mar Pàmies, Maria
Ryan, Gerard
Cross, Christine
- Ereignis
-
Veröffentlichung
- (wer)
-
Elsevier España
- (wo)
-
Barcelona
- (wann)
-
2019
- DOI
-
doi:10.1016/j.brq.2018.08.004
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:46 MEZ
Datenpartner
Dieses Objekt wird bereitgestellt von:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Chicu, Dorina
- del Mar Pàmies, Maria
- Ryan, Gerard
- Cross, Christine
- Elsevier España
Entstanden
- 2019
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