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Keywords: Call centres
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Journal Articles
Journal:
Team Performance Management
Team Performance Management: An International Journal (2009) 15 (1-2): 35–48.
Published: 06 March 2009
.... Design/methodology/approach A questionnaire instrument based upon previously validated measures was completed by 65 front line call centre employees. The Baron and Kenny four‐step procedure for testing mediation effects was adopted. Findings The statistical analysis confirms that employee well‐being...
Journal Articles
Journal:
Team Performance Management
Team Performance Management: An International Journal (2007) 13 (7-8): 227–243.
Published: 23 October 2007
...Eppie Estanislao Clark Purpose The purpose of the study is to describe the characteristics of the team designs in a call centre in the United Kingdom (UK) and The Philippines (RP). As the design of teams is influenced mainly by sociotechnical system theory and lean production, these are used...
