IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v31y2010i4p613-628.html
   My bibliography  Save this article

Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises

Author

Listed:
  • Ayham A.M. Jaaron
  • Chris J. Backhouse

Abstract

This paper explains the leveraging of affective commitment among call centre front-line employees through the improvement of service operations design in a manufacturing enterprise through systems thinking approach. A case study was carried out using face-to-face interviews, structured questionnaires, and observation methods to collect data at managerial and operative front-line levels. The case study finds a strong relationship between the level of affective commitment among front-line employees and the form of service operations system. The study has many implications for the manufacturing enterprises embracing a call centre to improve productivity and working experience. A higher level of affective commitment is likely to mitigate turnover and absenteeism in these service departments.

Suggested Citation

  • Ayham A.M. Jaaron & Chris J. Backhouse, 2010. "Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises," The Service Industries Journal, Taylor & Francis Journals, vol. 31(4), pages 613-628, May.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:4:p:613-628
    DOI: 10.1080/02642069.2010.504301
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2010.504301
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2010.504301?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:31:y:2010:i:4:p:613-628. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.