Repositori institucional URV
| URV's Author/s: | CHICU, DORIANA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony |
| Author, as appears in the article.: | Chicu, Dorina; del Mar Pamies, Maria; Ryan, Gerard; Cross, Christine |
| Author's mail: | gerard.ryan@urv.cat mar.pamies@urv.cat |
| Author identifier: | 0000-0002-5008-9862 0000-0003-2648-7673 |
| Journal publication year: | 2019 |
| Publication Type: | Journal Publications |
| ISSN: | 23409444 |
| 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 |
| Paper original source: | Brq-Business Research Quarterly. 22 (2): 83-95 |
| 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. |
| Article's DOI: | 10.1016/j.brq.2018.08.004 |
| Link to the original source: | https://journals.sagepub.com/doi/full/10.1016/j.brq.2018.08.004 |
| Paper version: | info:eu-repo/semantics/publishedVersion |
| licence for use: | https://creativecommons.org/licenses/by/3.0/es/ |
| Department: | Gestió d'Empreses |
| Licence document URL: | https://repositori.urv.cat/ca/proteccio-de-dades/ |
| 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 |
| Keywords: | Hrm Exploratory Customer satisfaction Call centres |
| Entity: | Universitat Rovira i Virgili |
| Record's date: | 2025-03-03 |
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| File | Description | Format | |
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| DocumentPrincipal | DocumentPrincipal | application/pdf |
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