Articles producció científica> Gestió d'Empreses

Exploring the influence of the human factor on customer satisfaction in call centres

  • Dades identificatives

    Identificador: imarina:5132393
    Handle: https://hdl.handle.net/20.500.11797/imarina5132393
    Autors:
    Chicu D, Pàmies M, Ryan G, Cross C
    Resum:
    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.

  • Altres:

    Autor segons l'article: Chicu D, Pàmies M, Ryan G, Cross C
    Departament: Gestió d'Empreses
    Autor/s de la URV: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony
    Paraules clau: Hrm Exploratory Customer satisfaction Call centres
    Resum: 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.
    Àrees temàtiques: 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
    Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 23409444
    Adreça de correu electrònic de l'autor: mar.pamies@urv.cat gerard.ryan@urv.cat
    Identificador de l'autor: 0000-0003-2648-7673 0000-0002-5008-9862
    Data d'alta del registre: 2023-02-22
    Versió de l'article dipositat: info:eu-repo/semantics/publishedVersion
    Enllaç font original: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004
    Referència a l'article segons font original: Brq-Business Research Quarterly. 22 (2): 83-95
    Referència de l'ítem segons les normes 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
    URL Document de llicència: https://repositori.urv.cat/ca/proteccio-de-dades/
    DOI de l'article: 10.1016/j.brq.2018.08.004
    Entitat: Universitat Rovira i Virgili
    Any de publicació de la revista: 2019
    Tipus de publicació: Journal Publications

  • Paraules clau:

    Business,Business and International Management,Business, Management and Accounting (Miscellaneous),Economics and Econometrics,Management,Strategy and Management
    Hrm
    Exploratory
    Customer satisfaction
    Call centres
    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

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