Author, as appears in the article.: Chicu D, Pàmies M, Ryan G, Cross C

Department: Gestió d'Empreses

URV's Author/s: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony

Keywords: Hrm Exploratory Customer satisfaction Call centres

Abstract: 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. (C) 2018 ACEDE. Published by Elsevier Espana, S.L.U.

Thematic Areas: Strategy and management Management General business,management and accounting Economics and econometrics Economia Ciencias sociales Business, management and accounting (miscellaneous) Business, management and accounting (all) Business and international management Business

licence for use: https://creativecommons.org/licenses/by/3.0/es/

ISSN: 23409444

Author's mail: mar.pamies@urv.cat gerard.ryan@urv.cat

Author identifier: 0000-0003-2648-7673 0000-0002-5008-9862

Record's date: 2023-02-22

Papper version: info:eu-repo/semantics/publishedVersion

Link to the original source: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004

Licence document URL: http://repositori.urv.cat/ca/proteccio-de-dades/

Papper original source: Brq-Business Research Quarterly. 22 (2): 83-95

APA: Chicu D, Pàmies M, Ryan G, Cross C (2019). Exploring the influence of the human factor on customer satisfaction in call centres. Brq-Business Research Quarterly, 22(2), 83-95. DOI: 10.1016/j.brq.2018.08.004

Article's DOI: 10.1016/j.brq.2018.08.004

Entity: Universitat Rovira i Virgili

Journal publication year: 2019

Publication Type: Journal Publications