... to reduce this gap called estimation error. Design/methodology/approach A field experiment was conducted with a corporation's call center. Findings The findings were: the higher the estimation error of callers, the less satisfied they are; music increases estimation error, unless callers can choose...

...Avinandan Mukherjee; Neeru Malhotra; Olukemi O. Sawyerr; Shanthi Srinivas; Sijun Wang Purpose The challenge of attracting and retaining high performing call center employees is significant. Research in general has shown a link between personality factors and job performance. This study aims...

... Qualitative interviews, over the telephone and in person, were conducted with call center employees located in India. Findings The findings reveal various types of strategic deception occurring in call centers. Discoveries imply that companies are training their employees to deceive consumers in order...

... research exploring the influence of offshore outsourcing of call center services on service quality perceptions, customer satisfaction, customer complaint behavior and repeat purchase intentions. Most of the existing research on offshore outsourcing is focused in the management and human resources...

...Avinandan Mukherjee; Neeru Malhotra; Pawan S. Budhwar; Arup Varma; Neeru Malhotra; Avinandan Mukherjee Purpose Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth...

... personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service...

... unique work environments and they have not been used in the development of service quality theory. Design/methodology/approach Ten focus groups of frontline employees who work in a telecommunications call center in Australia were conducted. Data were subjected to content analysis. Findings Nine...

... on valuing human interaction in technology‐enabled service encounters. Suzanne C. Makarem can be contacted at: suzannem@temple.edu © Emerald Group Publishing Limited 2009 Self‐service Customer satisfaction Call centres An executive summary for managers and executive readers can...

... employees. Hypotheses are constructed by reviewing literature in the areas of human resource management and services marketing. A study comprising 342 employees was conducted in four telephone call centres of a major UK retail bank. Investigates how different forms of organisational commitment and job...

... a wholly owned call center outsource these activities to independent call centers. However, managers are generally hesitant to outsource their communication management tasks to call centers which also service their competitors, fearing leakage of sensitive information. Independent call centers can counter...

... to establish whether customers expected (predicted) low levels of service from a call center, how this level compared to the minimum level they considered adequate, and whether the perceived customer orientation of the call center was related to service quality expectations. Data were collected in Australia...