A comparison of competing structural models in call centres: Prospects for value creation

International Journal of Services and Operations Management

Volumn 10, Issue 3, 2011, Pages 294-315

  Jaaron, Ayham ^a   Backhouse, Chris ^b  

^a AN NAJAH NATIONAL UNIVERSITY   (Palestine)

^b LOUGHBOROUGH UNIVERSITY   (United Kingdom)

Author keywords

Affective commitment; Call centres; Mechanistic structure; Public sector; Service design; Systems thinking

Indexed keywords

EID: 80053894333     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2011.042923     Document Type: Article

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