The application of knowledge management in call centres

Author： Koh S.C.L.   Gunasekaran A   Thomas A   Arunachalam S  

Publisher： Emerald Group Publishing Ltd

ISSN： 1367-3270

Source： Journal of Knowledge Management, Vol.9, Iss.4, 2005-04, pp. : 56-69

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

'Fun and surveillance': the paradox of high commitment management in call centres

By Kinnie Nick   Hutchinson Sue   Purcell John  

International Journal of Human Resource Management, Vol. 11, Iss. 5, 2000-10 ,pp. : 967-985

Routledge Ltd

Access to resources Recommend Favorite

Data mining for shopping centres - customer knowledge-management framework

By Dennis Charles   Marsland David   Cockett Tony  

Journal of Knowledge Management, Vol. 5, Iss. 4, 2001-12 ,pp. : 368-374

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

UK call centres: crossroads of an industry

By Snow Jon  

Journal of Property Investment and Finance, Vol. 23, Iss. 6, 2005-12 ,pp. : 525-532

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

An exploration of managerial issues in call centres

By Armistead Colin   Kiely Julia   Hole Linda   Prescott Jean  

Managing Service Quality, Vol. 12, Iss. 4, 2002-07 ,pp. : 246-256

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Knowledge management model: practical application for competency development

By Lustri Denise   Miura Irene   Takahashi Sérgio  

The Learning Organization: An International Journal, Vol. 14, Iss. 2, 2007-03 ,pp. : 186-202

Emerald Group Publishing Ltd

Access to resources Recommend Favorite