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A human capital predictive model for agent performance in contact centres
16 references·1 citing·48 second hop
A human capital predictive model for agent performance in contact centres (2011)A human capital predictive model for agen…Wellbeing and the workplace (2017)Wellbeing and the workplaceEngagement at work: A review of the literature (2008)Engagement at work: A review …The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…The use of person-organization fit in employment decision making: An assessment of its criterion-related validity. (2006)The use of person-organizatio…CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)CONSEQUENCES OF INDIVIDUALS' …Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers (2003)Emotional dissonance, emotion…Dual processes at work in a call centre: An application of the job demands – resources model (2003)Dual processes at work in a c…Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal (2002)Work Relationships in Telepho…The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers (2002)The Effects of Performance Mo…MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH. (2002)MANAGING CUSTOMER SERVICES: H…‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour (2002)‘We Recruit Attitude’: The Se…The job demands-resources model of burnout. (2001)The job demands-resources mod…PERCEIVED APPLICANT FIT: DISTINGUISHING BETWEEN RECRUITERS' PERCEPTIONS OF PERSON‐JOB AND PERSON‐ORGANIZATION FIT (2000)PERCEIVED APPLICANT FIT: DIST…'Fun and surveillance': the paradox of high commitment management in call centres (2000)'Fun and surveillance': the p…Well-being : the foundations of hedonic psychology (1999)Well-being : the foundations …PERSON‐ORGANIZATION FIT: AN INTEGRATIVE REVIEW OF ITS CONCEPTUALIZATIONS, MEASUREMENT, AND IMPLICATIONS (1996)PERSON‐ORGANIZATION FIT: AN I…Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment (2013)Sense of coherence, career ad…A Coefficient of Agreement for Nominal Scales (1960)Qualitative Data Analysis: An Expanded Sourcebook (1994)Desegregating HRM: A Review and Synthesis of Micro and Macro Human Resource Management Research (2002)The convergent and discriminant validity of subjective fit perceptions. 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References

  • 2001The job demands-resources model of burnout.14,464 cited
  • 1999Well-being : the foundations of hedonic psychology7,472 cited
  • 2005CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT5,561 cited
  • 1996PERSON‐ORGANIZATION FIT: AN INTEGRATIVE REVIEW OF ITS CONCEPTUALIZATIONS, MEASUREMENT, AND IMPLICATIONS4,927 cited
  • 2002MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH.1,414 cited
  • 2003Dual processes at work in a call centre: An application of the job demands – resources model974 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2000PERCEIVED APPLICANT FIT: DISTINGUISHING BETWEEN RECRUITERS' PERCEPTIONS OF PERSON‐JOB AND PERSON‐ORGANIZATION FIT616 cited
  • 2002Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal558 cited
  • 2000'Fun and surveillance': the paradox of high commitment management in call centres547 cited
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  • 2003Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers454 cited
  • 2006The use of person-organization fit in employment decision making: An assessment of its criterion-related validity.427 cited

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2002
‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour
416 cited
  • 2017Wellbeing and the workplace366 cited
  • 2002The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers340 cited
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    • 2013Sense of coherence, career adaptability and burnout of early-career Black staff in the call centre environment41 cited