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Exploring the influence of the human factor on customer satisfaction in call centres

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dc.contributor.author Chicu, Dorina
dc.contributor.author del MarPàmies, Maria
dc.contributor.author Ryan, Gerard
dc.contributor.author Cross, Christine
dc.date.accessioned 2019-12-18T12:58:26Z
dc.date.available 2019-12-18T12:58:26Z
dc.date.issued 2019
dc.identifier.citation Chicu, D. del Mar Pàmies, M., Ryan,G. and Cross, C. (2019) 'Exploring the influence of the human factor on customer satisfaction in call centres'. Business Research Quarterly, 22 (2):83-95. en_US
dc.identifier.uri http://hdl.handle.net/10344/8335
dc.description peer-reviewed en_US
dc.description.abstract The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified to obtain a nuanced analysis of the employee-related paths that lead to customer satisfaction in call centres. The study employs data from 109 call centres and utilises PLS for our exploratory purposes. Call centre managers should note that investing in HR practices will pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres. en_US
dc.language.iso eng en_US
dc.relation.ispartofseries BBQ Business Research Quarterly;22, pp.83-95
dc.relation.uri https://doi.org/10.1016/j.brq.2018.08.004
dc.subject customer satisfaction en_US
dc.subject call centres en_US
dc.title Exploring the influence of the human factor on customer satisfaction in call centres en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US
dc.date.updated 2019-12-18T12:48:39Z
dc.description.version PUBLISHED
dc.identifier.doi 10.1016/j.brq.2018.08.004
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US
dc.internal.rssid 2905236
dc.internal.copyrightchecked Yes
dc.identifier.journaltitle Business Research Quarterly
dc.description.status peer-reviewed


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