Articles producció científica> Gestió d'Empreses

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

  • Datos identificativos

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

  • Otros:

    Autor según el artículo: Chicu D, Pàmies M, Ryan G, Cross C
    Departamento: Gestió d'Empreses
    Autor/es de la URV: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony
    Palabras clave: Hrm Exploratory Customer satisfaction Call centres
    Resumen: 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.
    Áreas temáticas: 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
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 23409444
    Direcció de correo del autor: mar.pamies@urv.cat gerard.ryan@urv.cat
    Identificador del autor: 0000-0003-2648-7673 0000-0002-5008-9862
    Fecha de alta del registro: 2023-02-22
    Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
    Enlace a la fuente original: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004
    Referencia al articulo segun fuente origial: Brq-Business Research Quarterly. 22 (2): 83-95
    Referencia 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 Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    DOI del artículo: 10.1016/j.brq.2018.08.004
    Entidad: Universitat Rovira i Virgili
    Año de publicación de la revista: 2019
    Tipo de publicación: Journal Publications

  • Palabras clave:

    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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