Articles producció científicaGestió 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, Dorina; del Mar Pamies, Maria; Ryan, Gerard; Cross, Christine
    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:

    Enllaç font original: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004
    Referència de l'ítem segons les normes APA: Chicu, Dorina; del Mar Pamies, Maria; Ryan, Gerard; Cross, Christine (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
    Referència a l'article segons font original: Brq-Business Research Quarterly. 22 (2): 83-95
    DOI de l'article: 10.1016/j.brq.2018.08.004
    Any de publicació de la revista: 2019
    Entitat: Universitat Rovira i Virgili
    Versió de l'article dipositat: info:eu-repo/semantics/publishedVersion
    Data d'alta del registre: 2025-03-03
    Autor/s de la URV: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony
    Departament: Gestió d'Empreses
    URL Document de llicència: https://repositori.urv.cat/ca/proteccio-de-dades/
    Tipus de publicació: Journal Publications
    ISSN: 23409444
    Autor segons l'article: Chicu, Dorina; del Mar Pamies, Maria; Ryan, Gerard; Cross, Christine
    Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
    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
    Adreça de correu electrònic de l'autor: gerard.ryan@urv.cat, mar.pamies@urv.cat

  • Paraules clau:

    Hrm
    Exploratory
    Customer satisfaction
    Call centres
    Business
    Business and International Management
    Management and Accounting (Miscellaneous)
    Economics and Econometrics
    Management
    Strategy and Management
    General business
    management and accounting
    Economia
    Ciencias sociales
    management and accounting (all)

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