AI-chatbots on the services frontline addressing the challenges and opportunities of agency
AI-chatbots as frontline agents promise innovative opportunities for shaping service offerings
that benefit customers and retailers. Examining current practice through the lens of agency …
that benefit customers and retailers. Examining current practice through the lens of agency …
A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research
This article presents a meta-analysis that includes studies conducted over the past 25 years
across 14 countries and a mix of selling and nonselling situations. Findings indicate that the …
across 14 countries and a mix of selling and nonselling situations. Findings indicate that the …
Work stress hampering employee performance during COVID-19: is safety culture needed?
During uncertain situations, such as the COVID-19 partial lockdown, maintaining satisfactory
levels of employee performance (EP) is an important area of concern for many …
levels of employee performance (EP) is an important area of concern for many …
Dual processes at work in a call centre: An application of the job demands–resources model
This study among 477 employees working in the call centre of a Dutch telecom company
(response 88%) examined the predictive validity of the job demands–resources (JD–R) …
(response 88%) examined the predictive validity of the job demands–resources (JD–R) …
A meta‐analysis of work demand stressors and job performance: examining main and moderating effects
S Gilboa, A Shirom, Y Fried, C Cooper - Personnel psychology, 2008 - Wiley Online Library
We quantitatively integrated 169 samples (N= 35,265 employees) that have been used to
investigate the relationships of the following 7 work‐related stressors with job performance …
investigate the relationships of the following 7 work‐related stressors with job performance …
Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction
Background Turnover intentions refer to employees' intent to leave the organization and,
within call centers, it can be influenced by factors such as relational variables or the …
within call centers, it can be influenced by factors such as relational variables or the …
Work stress and well-being in the hotel industry
JW O'neill, K Davis - International journal of hospitality management, 2011 - Elsevier
Employee stress is a significant issue in the hospitality industry, and it is costly for employers
and employees alike. Although addressing and reducing stress is both a noble goal and is …
and employees alike. Although addressing and reducing stress is both a noble goal and is …
The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres
N Malhotra, A Mukherjee - Journal of services Marketing, 2004 - emerald.com
An inter‐disciplinary approach is adopted to provide a deeper understanding of the human
resource‐service quality relationship. The paper tests the relationships organisational …
resource‐service quality relationship. The paper tests the relationships organisational …
Linking rewards to commitment: an empirical investigation of four UK call centres
N Malhotra, P Budhwar, P Prowse - The International Journal of …, 2007 - Taylor & Francis
Rewards being an important component of exchange theory, this research examines
relationships among frontline employees' perceptions of rewards (extrinsic and intrinsic) and …
relationships among frontline employees' perceptions of rewards (extrinsic and intrinsic) and …
Emotional exhaustion and organizational deviance: Can the right job and a leader's style make a difference?
Emotional exhaustion and organizational deviance are getting increased attention because
of their negative impact on business in terms of lost productivity, decreased job satisfaction …
of their negative impact on business in terms of lost productivity, decreased job satisfaction …