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Spending more time with the customer: service-providers’ behavioral discretion and call-center operations

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  • Luria Gil
  • Gal Iddo
  • Yagil Dana

Abstract

The purpose of the present study was to examine service providers’ behavioral discretion regarding length of service time, and the variables that affect their discretion. Our sample consisted of 225 call center employees. They responded to questionnaires concerning burnout, leader–member exchange (LMX), and perceived service climate. Operational data regarding employees’ average call duration in the subsequent 3 months served as proxy of their behavioral discretion. We found that higher service climate and LMX predicted longer call duration, while higher levels of burnout were associated with shorter call duration. Service climate mediated the relationship of LMX with call duration. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • Luria Gil & Gal Iddo & Yagil Dana, 2015. "Spending more time with the customer: service-providers’ behavioral discretion and call-center operations," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 427-443, September.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:3:p:427-443
    DOI: 10.1007/s11628-014-0232-3
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    Cited by:

    1. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Choong-Ki Lee, 2017. "Leader political skill and casino dealer morale: the mediating role of follower perceptions of leader–member exchange," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 665-692, September.
    2. Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng, 2017. "When customers want to become frontline employees: an exploratory study of decision factors and motivation types," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 871-900, December.
    3. Chanho Song & Sungha Jang & Jennifer Wiggins & Edward Nowlin, 2019. "Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 289-304, June.

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