Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

By Ashill Nicholas J.   Rod Michel   Thirkell Peter   Carruthers Janet  

Journal of Services Marketing, Vol. 23, Iss. 5, 2009-07 ,pp. : 338-350

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service representatives, job control, and white-collar blues

By Varca Philip E  

Journal of Services Marketing, Vol. 15, Iss. 4, 2001-07 ,pp. : 257-269

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

By Malhotra Neeru   Mukherjee Avinandan  

Journal of Services Marketing, Vol. 18, Iss. 3, 2004-05 ,pp. : 162-174

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The Effects of Customer Orientation and Job Resources on Frontline Employees' Job Outcomes

By Karatepe Osman M.   Yavas Ugur   Babakus Emin  

Services Marketing Quarterly, Vol. 29, Iss. 1, 2007-06 ,pp. : 61-79

Routledge Ltd

Access to resources Recommend Favorite

The effect of customer orientation on frontline employees job outcomes in a new public management context

By Rod Michel   Ashill Nicholas J.  

Marketing Intelligence & Planning, Vol. 28, Iss. 5, 2010-08 ,pp. : 600-624

Emerald Group Publishing Ltd

Access to resources Recommend Favorite