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

    Enlace a la fuente original: https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004
    Referencia 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
    Referencia al articulo segun fuente origial: Brq-Business Research Quarterly. 22 (2): 83-95
    DOI del artículo: 10.1016/j.brq.2018.08.004
    Año de publicación de la revista: 2019
    Entidad: Universitat Rovira i Virgili
    Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
    Fecha de alta del registro: 2025-03-03
    Autor/es de la URV: CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony
    Departamento: Gestió d'Empreses
    URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    Tipo de publicación: Journal Publications
    ISSN: 23409444
    Autor según el artículo: Chicu, Dorina; del Mar Pamies, Maria; Ryan, Gerard; Cross, Christine
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    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
    Direcció de correo del autor: gerard.ryan@urv.cat, mar.pamies@urv.cat

  • Palabras clave:

    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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