Articles producció científicaGestió d'Empreses

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

  • Identification data

    Identifier:  imarina:5132393
    Handle: https://hdl.handle.net/20.500.11797/imarina5132393
    Authors:  Chicu, D; Pàmies, MD; Ryan, G; Cross, C
    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.

  • Others:

    Link to the original source: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004
    APA: Chicu, D; Pàmies, MD; 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
    Paper original source: BRQ-Business Research Quarterly. 22 (2): 83-95
    Article's DOI: 10.1016/j.brq.2018.08.004
    Journal publication year: 2019-06-01
    Entity: Universitat Rovira i Virgili
    Paper version: info:eu-repo/semantics/publishedVersion
    Record's date: 2026-05-09
    URV's Author/s: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony
    Department: Gestió d'Empreses
    Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
    Publication Type: Journal Publications
    ISSN: 23409444
    Author, as appears in the article.: Chicu, D; Pàmies, MD; Ryan, G; Cross, C
    licence for use: https://creativecommons.org/licenses/by/3.0/es/
    Thematic Areas: Strategy and management, Management, General business,management and accounting, Engenharias iii, Economics and econometrics, Economia, Ciencias sociales, Business, management and accounting (miscellaneous), Business, management and accounting (all), Business and international management, Business
    Author's mail: gerard.ryan@urv.cat, gerard.ryan@urv.cat, mar.pamies@urv.cat, mar.pamies@urv.cat

  • Keywords:

    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
    Engenharias iii
    Economia
    Ciencias sociales
    management and accounting (all)

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