Call center employee personality factors and service performance

Journal of Services Marketing

Volumn 23, Issue 5, 2009, Pages 301-317

  Sawyerr, Olukemi O ^a   Srinivas, Shanthi ^a   Wang, Sijun ^a  

^a CALIFORNIA STATE POLYTECHNIC UNIVERSITY   (United States)

Author keywords

Absenteeism; Call centres; Emotional dissonance; Employee turnover; Performance measurement (quality); Personality

Indexed keywords

EID: 70349621789     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040910973413     Document Type: Article

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