SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Performance measurement and job satisfaction in call centres
16 references·1 citing·57 second hop
Performance measurement and job satisfaction in call centres (2013)Performance measurement and job satisfact…Performance measurement and management systems: state of the art, guidelines for design and challenges (2012)Performance measurement and m…Performance measurement and management: a literature review and a research agenda (2010)Performance measurement and m…Lessons learned from performance management systems implementations (2009)Lessons learned from performa…Lean transformation in the pure service environment: the case of the call service centre (2009)Lean transformation in the pu…Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees (2009)Job resourcefulness, symptoms…The impact of locus of control on job stress, job performance and job satisfaction in Taiwan (2008)The impact of locus of contro…Exploring strategy‐misaligned performance measurement (2008)Exploring strategy‐misaligned…Call centre management: responsibilities and performance (2006)Call centre management: respo…Gaining customer knowledge through analytical CRM (2005)Gaining customer knowledge th…Research Methods for Business Students (2003)Research Methods for Business…Empowerment, stress and satisfaction: an exploratory study of a call centre (2003)Empowerment, stress and satis…Managing employee performance : design and implementation in organizations (2002)Managing employee performance…A model for performance monitoring of suppliers (2002)A model for performance monit…'Fun and surveillance': the paradox of high commitment management in call centres (2000)'Fun and surveillance': the p…Integrating deductive and inductive approaches in a study of new ventures and customer perceived risk (1999)Integrating deductive and ind…COMPUTER‐AIDED MONITORING: ITS INFLUENCE ON EMPLOYEE JOB SATISFACTION AND TURNOVER (1989)COMPUTER‐AIDED MONITORING: IT…Language Training and Language Training Practices in The Call Center Industry (2021)Language Training and Languag…Measuring the efficiency of decision making units (1978)Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis (1984)A Procedure for Ranking Efficient Units in Data Envelopment Analysis (1993)A review of multi-criteria decision making techniques for supplier evaluation and selection (2011)Strategic sourcing: a combined QFD and AHP approach in manufacturing (2011)An integrated model for green supplier selection under fuzzy environment: application of data envelopment analysis and genetic programming approach (2015)Chief executive scanning, environmental characteristics, and company performance: An empirical study (1988)What's your strategy for managing knowledge? (1999)Building Great Customer Experiences (2002)Assessing knowledge creation and intellectual capital in banking industry (2010)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2013)The Balanced Scorecard (1998)The strategy-focused organization (2001)Managers, not MBA's: a hard look at the soft practice of managing and management development (2004)Improving operational performance by influencing shopfloor behavior via performance management practices (2011)Improving probation officers' supervision skills: an evaluation of the EPICS model (2012)Critical Barriers to Implementation of Reverse Logistics in the Manufacturing Industry: A Case Study of a Developing Country (2018)Case Study Research: Design and Methods (1984)The machine that changed the world (1992)Building theories from case study research (2009)A literature review of empirical research methodology in lean manufacturing (2014)Lean services: a systematic review (2016)Impact of Lean and Sustainability Oriented Innovation on Sustainability Performance of Small and Medium Sized Enterprises: A Data Envelopment Analysis-based framework (2018)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)Control: Organizational and Economic Approaches (1985)The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers (2002)Escaping bullying: The simultaneous impact of individual and unit-level bullying on turnover intentions (2012)Algorithmic control and gig workers: a legitimacy perspective of Uber drivers (2021)Generalized expectancies for internal versus external control of reinforcement. (1966)Managerial Attitudes and Performance. (1968)Individualism and Collectivism (1976)Organizational Commitment and Job Satisfaction (2012)Work engagement and occupational stress in nurses and other healthcare workers: the role of organisational and personal factors (2013)Constructively Managing Conflicts in Organizations (2014)The Empowerment Process: Integrating Theory and Practice (1988)Cognitive Elements of Empowerment: An "Interpretive" Model of Intrinsic Task Motivation (1990)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)Effects of vice‐principals' psychological empowerment on job satisfaction and burnout (2011)Emotional Intelligence and Organizational Commitment: Testing the Mediatory Role of Occupational Stress and Job Satisfaction (2011)Improving productivity with self-organised teams and agile leadership (2015)In The Age of the Smart Machine: The Future of Work and Power. (1989)Coping with job stress: A conceptual evaluation framework for coping measures (1992)EFFECTS OF HUMAN RESOURCE SYSTEMS ON MANUFACTURING PERFORMANCE AND TURNOVER. (1994)Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry (1995)On Being Positive: Concerns and Counterpoints (2006)Turnover rates and organizational performance: A meta-analysis. (2012)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)Using the balanced scorecard as a strategic management system (1996)Performance measurement of sustainable supply chains (2013)A review of decision-support tools and performance measurement and sustainable supply chain management (2014)Foundations and trends in performance management. A twenty-five years bibliometric analysis in business and public administration domains (2016)Survey response rate levels and trends in organizational research (2008)Determinants of sustainability reporting: a review of results, trends, theory, and opportunities in an expanding field of research (2013)Green supply chain management: A review and bibliometric analysis (2015)
this work references cited by second hop

References

  • 2003Research Methods for Business Students17,197 cited
  • 2000'Fun and surveillance': the paradox of high commitment management in call centres547 cited
  • 2010Performance measurement and management: a literature review and a research agenda375 cited
  • 2005Gaining customer knowledge through analytical CRM324 cited
  • 2009Lean transformation in the pure service environment: the case of the call service centre322 cited
  • 1989COMPUTER‐AIDED MONITORING: ITS INFLUENCE ON EMPLOYEE JOB SATISFACTION AND TURNOVER233 cited
  • 2008The impact of locus of control on job stress, job performance and job satisfaction in Taiwan217 cited
  • 2002A model for performance monitoring of suppliers180 cited
  • 2009Lessons learned from performance management systems implementations156 cited
  • 2003Empowerment, stress and satisfaction: an exploratory study of a call centre147 cited
  • 2002Managing employee performance : design and implementation in organizations145 cited
  • 2006Call centre management: responsibilities and performance98 cited
  • 2012Performance measurement and management systems: state of the art, guidelines for design and challenges95 cited
  • 2009Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees94 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1999Integrating deductive and inductive approaches in a study of new ventures and customer perceived risk88 cited
  • 2008Exploring strategy‐misaligned performance measurement73 cited
  • Cited by

    • 2021Language Training and Language Training Practices in The Call Center Industry1 cited