Articles producció científica> Gestió 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 M, 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:

    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
    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
    Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
    Article's DOI: 10.1016/j.brq.2018.08.004
    Entity: Universitat Rovira i Virgili
    Journal publication year: 2019
    Publication Type: Journal Publications

  • Keywords:

    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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