Satisfaction and dimensions of control among call centre customer service representatives
Article Abstract:
A study of a call center of UK based Knuckle, a wing of an insurance firm, confirms the popular opinion that the job of customer service representatives in call centers demands basic skills and is lowly paid. Some steps that can aid in doing away with this kind of perception have been suggested.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 2005
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Linking rewards to commitment: an empirical investigation of four UK call centers
Article Abstract:
The relationships between perceptions of rewards by employees and components of organizational commitment among UK call center employees are studied. The study's results support exchange theory and highlight the significance of extrinsic and intrinsic rewards to develop employee commitment.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 2007
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HRM systems of Indian call centers: an exploratory study
Article Abstract:
The impact of human resource practices of Indian call centers on employee attrition is examined.
Publication Name: International Journal of Human Resource Management
Subject: Human resources and labor relations
ISSN: 0958-5192
Year: 2006
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