search query: @indexterm call centres / total: 21
reference: 13 / 21
| Author: | Rose, E. Wright, G. |
| Title: | Satisfaction and dimensions of control among call centre customer service representatives |
| Journal: | International journal of human resource management
2005 : JAN, VOL. 16:1, p. 136-160 |
| Index terms: | Call centres Control |
| Freeterms: | Employee satisfaction |
| Language: | eng |
| Abstract: | The impact of the call centre workplace upon employee satisfaction or well-being is beginning to attract the attention of researchers. The aim of this article is exploring the factors related to control and other work-based characteristics that impact upon employee well-being in call centres. Factor analysis and regression modelling are used, and eight factors that are significantly associated with job satisfaction. |
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