Journal articles on the topic 'Customer service call centres'
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Oodith, Devina. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre." Journal of Economics and Behavioral Studies 11, no. 2(J) (May 13, 2019): 79–91. http://dx.doi.org/10.22610/jebs.v11i2(j).2820.
Full textKasabov, Edward, and Anna C.C.C. da Cunha. "Re-conceptualising call-centres as sites of control: the insider perspective." European Journal of Marketing 48, no. 1/2 (February 4, 2014): 25–46. http://dx.doi.org/10.1108/ejm-02-2012-0054.
Full textBrown, Gavin, and Gillian Maxwell. "Customer Service in UK call centres:." Journal of Retailing and Consumer Services 9, no. 6 (November 2002): 309–16. http://dx.doi.org/10.1016/s0969-6989(01)00040-6.
Full textChicu, Dorina, Mireia Valverde, Gerard Ryan, and Rosemary Batt. "The service-profit chain in call centre services." Journal of Service Theory and Practice 26, no. 5 (September 12, 2016): 616–41. http://dx.doi.org/10.1108/jstp-10-2014-0243.
Full textTalley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (September 1, 1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.
Full textDean, Alison M. "Service quality in call centres: implications for customer loyalty." Managing Service Quality: An International Journal 12, no. 6 (December 2002): 414–23. http://dx.doi.org/10.1108/09604520210451894.
Full textEllway, Benjamin. "Design vs practice." International Journal of Operations & Production Management 36, no. 4 (April 4, 2016): 408–28. http://dx.doi.org/10.1108/ijopm-11-2013-0487.
Full textCrone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.
Full textCrone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of the Australian and New Zealand Academy of Management 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.
Full textPiers William Ellway, Benjamin. "Is the quantity-quality trade-off in call centres a false dichotomy?" Managing Service Quality 24, no. 3 (May 6, 2014): 230–51. http://dx.doi.org/10.1108/msq-09-2013-0192.
Full textJaiswal, Anand Kumar. "Customer satisfaction and service quality measurement in Indian call centres." Managing Service Quality: An International Journal 18, no. 4 (July 11, 2008): 405–16. http://dx.doi.org/10.1108/09604520810885635.
Full textAnnakis, John, Tony Lobo, and Soma Pillay. "Exploring predictors of job satisfaction in call centres – The case of Australia." Corporate Ownership and Control 8, no. 3 (2011): 376–95. http://dx.doi.org/10.22495/cocv8i3c3p3.
Full textMiciak, Alan, and Mike Desmarais. "Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers." Journal of Business & Industrial Marketing 16, no. 5 (September 1, 2001): 340–53. http://dx.doi.org/10.1108/08858620110400205.
Full textJagodziński, Piotr, and Dawn Archer. "Co-creating customer experience through call centre interaction: Interactional achievement and professional face." Journal of Politeness Research 14, no. 2 (July 26, 2018): 257–77. http://dx.doi.org/10.1515/pr-2018-0016.
Full textNyberg, Daniel. "Computers, Customer Service Operatives and Cyborgs: Intra-actions in Call Centres." Organization Studies 30, no. 11 (November 2009): 1181–99. http://dx.doi.org/10.1177/0170840609337955.
Full textŽaptorius, Jonas. "The Expantion Model of Customer Service on Internet." International Journal of Emerging Research in Management and Technology 6, no. 10 (October 20, 2017): 38. http://dx.doi.org/10.23956/ijermt.v6i10.65.
Full textP.W. Ellway, Benjamin. "The voice-to-technology (V2T) encounter and the call centre servicescape." Journal of Service Management 25, no. 3 (June 10, 2014): 349–68. http://dx.doi.org/10.1108/josm-01-2013-0022.
Full textFoulkes, Timothy. "Speech privacy in customer service call centers." Journal of the Acoustical Society of America 118, no. 3 (September 2005): 1855. http://dx.doi.org/10.1121/1.4778784.
Full textSmith, William L. "Customer service call centers: managing rapid personnel changes." Human Systems Management 20, no. 2 (August 29, 2001): 123–29. http://dx.doi.org/10.3233/hsm-2001-20205.
Full textBaronak, Ivan, Matej Hartmann, and Robert Polacek. "Properties of a modelled call centre." Journal of Electrical Engineering 71, no. 2 (April 1, 2020): 96–102. http://dx.doi.org/10.2478/jee-2020-0014.
Full textStrehl, Benjamin. "Customer Integration in Innovation Processes via Operating Information Systems." International Journal of Service Science, Management, Engineering, and Technology 2, no. 4 (October 2011): 16–24. http://dx.doi.org/10.4018/ijssmet.2011100103.
Full textColin, Marco. "Call center service level: A customer experience model from benchmarking and multivariate analysis." ESIC MARKET Economic and Business Journal, Volume 51, Issue 3 (July 20, 2020): 467–96. http://dx.doi.org/10.7200/esicm.167.0513.1.
Full textOodith, Devina. "Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center." Journal of Economics and Behavioral Studies 9, no. 2(J) (May 18, 2017): 58–75. http://dx.doi.org/10.22610/jebs.v9i2(j).1650.
Full textJohansson, Henrik, and Maria Björklund. "Urban consolidation centres: retail stores’ demands for UCC services." International Journal of Physical Distribution & Logistics Management 47, no. 7 (August 7, 2017): 646–62. http://dx.doi.org/10.1108/ijpdlm-02-2017-0114.
Full textLewis, Mark E. "Average optimal policies in a controlled queueing system with dual admission control." Journal of Applied Probability 38, no. 2 (June 2001): 369–85. http://dx.doi.org/10.1239/jap/996986750.
Full textLewis, Mark E. "Average optimal policies in a controlled queueing system with dual admission control." Journal of Applied Probability 38, no. 02 (June 2001): 369–85. http://dx.doi.org/10.1017/s0021900200019914.
Full textHudson, Sarah, Helena V. González-Gómez, and Aude Rychalski. "Call centers: is there an upside to the dissatisfied customer experience?" Journal of Business Strategy 38, no. 1 (January 16, 2017): 39–46. http://dx.doi.org/10.1108/jbs-01-2016-0008.
Full textCowie, Claire, and Anna Pande. "Phonetic convergence towards American English by Indian agents in international service encounters." English World-Wide 38, no. 3 (December 1, 2017): 244–74. http://dx.doi.org/10.1075/eww.38.3.01cow.
Full textAgabu Phiri, Maxwell, and Sifiso Mkhize. "Employees’ Perceptions of Customer Service at Telephone Communications (Telkom) Call Centres in South Africa." Journal of Communication 8, no. 1 (January 2, 2017): 1–15. http://dx.doi.org/10.1080/0976691x.2017.1305682.
Full textAxtell, Carolyn M., Sharon K. Parker, David Holman, and Peter Totterdell. "Enhancing customer service: Perspective taking in a call centre." European Journal of Work and Organizational Psychology 16, no. 2 (June 2007): 141–68. http://dx.doi.org/10.1080/13594320600989583.
Full textKhan*, Mr T. H. Feiroz, Shrushti Mhaske, Sonal Yeshwantrao, and Ayush Kumar. "Retention Rate of Customers in Banks using Neural Networks." International Journal of Engineering and Advanced Technology 9, no. 1 (October 30, 2019): 4883–85. http://dx.doi.org/10.35940/ijeat.a1932.109119.
Full textBrezavšček, Alenka, and Alenka Baggia. "Optimization of a Call Centre Performance Using the Stochastic Queueing Models." Business Systems Research Journal 5, no. 3 (September 1, 2014): 6–18. http://dx.doi.org/10.2478/bsrj-2014-0016.
Full textMukherjee, Tuheena, and Kanika T. Bhal. "Do They Always Have Wounded Selves: Moderating Impact of Job-worth on Burnout and Self-worth of Indian Call Centre Employees." South Asian Journal of Human Resources Management 4, no. 1 (May 18, 2017): 1–20. http://dx.doi.org/10.1177/2322093717705484.
Full textKasabov, Edward. "Theorising practices to deliberately or accidentally control customers." European Journal of Marketing 50, no. 7/8 (July 11, 2016): 1493–520. http://dx.doi.org/10.1108/ejm-10-2014-0618.
Full textProenca, Teresa, and Helena Rodrigues. "Empowerment in call centers and customer satisfaction." Management Research: Journal of the Iberoamerican Academy of Management 19, no. 2 (June 7, 2021): 143–61. http://dx.doi.org/10.1108/mrjiam-01-2021-1129.
Full textHitka, M., G. Pajtinkova-Bartakova, S. Lorincova, H. Palus, A. Pinak, M. Lipoldova, M. Krahulcova, N. Slastanova, K. Gubiniova, and K. Klaric. "Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company." Marketing and Management of Innovations, no. 4 (2019): 194–215. http://dx.doi.org/10.21272/mmi.2019.4-16.
Full textOodith, Devina. "Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center." Journal of Economics and Behavioral Studies 9, no. 2 (May 18, 2017): 58. http://dx.doi.org/10.22610/jebs.v9i2.1650.
Full textBroek, Diane van den. "Recruitment Strategies and Union Exclusion in Two Australian Call Centres." Articles 58, no. 3 (January 16, 2004): 515–36. http://dx.doi.org/10.7202/007497ar.
Full textTerim, Asli, Sumeyye Nur Çağlayan, Aytaç Kıvılcım, and Mehmet Aktaş. "Business Process Architecture for Sentiment Analysis on Speech Data." Orclever Proceedings of Research and Development 1, no. 1 (December 31, 2022): 307–20. http://dx.doi.org/10.56038/oprd.v1i1.211.
Full textDean, Alison M. "Rethinking customer expectations of service quality: are call centers different?" Journal of Services Marketing 18, no. 1 (January 2004): 60–78. http://dx.doi.org/10.1108/08876040410520717.
Full textChen, Irene. "Investigating the Role of Service Encounter in Enhancing Customer Satisfaction." International Journal of Systems and Service-Oriented Engineering 1, no. 4 (October 2010): 19–26. http://dx.doi.org/10.4018/jssoe.2010100102.
Full textMohamed Yunus, Noor Azlina, Narazatul Akmal Mohamed Yunus, and Marhani Mohamed Anuar. "Job Satisfaction and Organizational Commitment Among Customer Service Representatives at Call Centre Industry in Malaysia." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 6, no. 2 (October 31, 2020): 154. http://dx.doi.org/10.24191/abrij.v6i2.10767.
Full textYau-ni Wan, Jenny. "Construing negotiation." Language and Dialogue 7, no. 2 (October 16, 2017): 137–62. http://dx.doi.org/10.1075/ld.7.2.01yau.
Full textRose, Ed, and Gillian Wright. "Satisfaction and dimensions of control among call centre customer service representatives." International Journal of Human Resource Management 16, no. 1 (January 2005): 136–60. http://dx.doi.org/10.1080/0958519042000295000.
Full textOodith, Devina, and Sanjana Brijball Parumasur. "Critical ingredients for call centre agents’ effectiveness." Corporate Ownership and Control 10, no. 4 (2013): 479–91. http://dx.doi.org/10.22495/cocv10i4c5art5.
Full textRendón, Claudio Marco Cartagena, Andrés Vásquez, Martha Benjumea-Arias, and Alejandro Valencia-Arias. "Proposed Model for Measuring Customer Satisfaction with Telecommunications Services." Mediterranean Journal of Social Sciences 8, no. 2 (March 28, 2017): 15–25. http://dx.doi.org/10.5901/mjss.2017.v8n2p15.
Full textRobinson, George, and Clive Morley. "Customer Service Versus Performance Metrics in an Electronic Sweatshop?: Managers' Perspectives on Issues in Running Call Centres." International Journal of Knowledge, Culture, and Change Management: Annual Review 6, no. 2 (2006): 63–70. http://dx.doi.org/10.18848/1447-9524/cgp/v06i02/49240.
Full textDwi Lestari, Elissa, and Miranti Kusuma Yuwono. "The Effect of Family–Work and Work–Family Conflict on Call Center Workers’ Emotional Exhaustion With Person–Job Fit as Antecedent." Revista CEA 6, no. 12 (July 30, 2020): 69–85. http://dx.doi.org/10.22430/24223182.1616.
Full textBharadwaj, Neeraj, and Anne L. Roggeveen. "The impact of offshored and outsourced call service centers on customer appraisals." Marketing Letters 19, no. 1 (October 16, 2007): 13–23. http://dx.doi.org/10.1007/s11002-007-9025-y.
Full textRichardson, Paul, and Peter Weill. "Telstra's National Telemarketing Centre." Journal of Information Technology 14, no. 3 (September 1999): 217–34. http://dx.doi.org/10.1177/026839629901400302.
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