...Xiaoyan Li; Erhua Zhou Purpose To discover new explanatory variables for employee turnover in call centres, this study seeks to examine the impact of customer verbal aggression on employee turnover intention and the mediating role of employees' emotional exhaustion. Furthermore, it aims to analyse...

... be taken into account in call center design and implementation. Practical implications If organizational mechanisms are properly designed, call centers can take on more responsibilities in managing the organization's knowledge assets. Originality/value By including a firm's combinative capabilities...

.... 261). Within the field of decision‐making there are two generally recognised schools of thought: © Emerald Group Publishing Limited 2005 Call centres Decision making Project evaluation Public sector organizations The concept of entrapment has been defined in terms...