Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal
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- Bryce, Cormac & Cheevers, Carly & Webb, Rob, 2013. "Operational risk escalation: An empirical analysis of UK call centres," International Review of Financial Analysis, Elsevier, vol. 30(C), pages 298-307.
- D Cassidy & J Sutherland, 2008. "Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting," Economic Issues Journal Articles, Economic Issues, vol. 13(2), pages 1-20, September.
- repec:eee:touman:v:41:y:2014:i:c:p:129-140 is not listed on IDEAS
- Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
- Shameem Shagirbasha, 2015. "Does mode of interaction impact emotional labour? A mixed method study among service employees in India," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 5(11), pages 196-205, November.
- Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
- Michael S. Cole & Jeremy B. Bernerth & Frank Walter & Daniel T. Holt, 2010. "Organizational Justice and Individuals' Withdrawal: Unlocking the Influence of Emotional Exhaustion," Journal of Management Studies, Wiley Blackwell, vol. 47(3), pages 367-390, May.
- Wendy Ming-Yen TEOH Author_Email: email@example.com & Chwan-Yu YAU & Siong-Choy CHONG, 2011. "Factors Influencing Job Burnout Among Human Resource Employees," International Conference on Management (ICM 2011) Proceeding 2011-061-224, Conference Master Resources.
- Stephen J. Deery & Roderick D. Iverson & Janet T. Walsh, 2010. "Coping Strategies in Call Centres: Work Intensity and the Role of Co-workers and Supervisors," British Journal of Industrial Relations, London School of Economics, vol. 48(1), pages 181-200, March.
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