Centralization as a design consideration for the management of call centers

Information and Management

Volumn 41, Issue 4, 2004, Pages 497-507

  Adria, Marco ^a   Chowdhury, Shamsud D ^b  

^a UNIVERSITY OF ALBERTA   (Canada)

^b DALHOUSIE UNIVERSITY   (Canada)

Author keywords

Call centers; Centralization; Customer service; Decentralization; Organizational design

Indexed keywords

COMPETITION; CUSTOMER SATISFACTION; DECENTRALIZED CONTROL; DECISION MAKING; INFORMATION MANAGEMENT; INFORMATION TECHNOLOGY; KNOWLEDGE ACQUISITION; SOCIETIES AND INSTITUTIONS; STRATEGIC PLANNING;

CALL CENTERS; CUSTOMER SERVICES;

OUTSOURCING;

EID: 0346781544     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0378-7206(03)00087-9     Document Type: Article

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