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Keywords: Call centre agent
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Journal Articles
Managing Service Quality: An International Journal (2013) 23 (3): 245–264.
Published: 09 May 2013
...Michel Rod; Nicholas J. Ashill Purpose The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships...
