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Job quality in the customer contact centre: conceptual foundation and scale development

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  • Zanna van Dun
  • Josée Bloemer
  • Jörg Henseler

Abstract

To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific dimensions that need to be taken into account in a CCC setting. With its multiple dimensions, the proposed job quality scale achieves high internal validity, reliability and generalizability in the CCC setting. Yet the increasing role of such centres for service delivery makes them and their employees critical to customers' quality perceptions, and the findings of this study offer managers clear guidelines adjusted to the CCC environment.

Suggested Citation

  • Zanna van Dun & Josée Bloemer & Jörg Henseler, 2010. "Job quality in the customer contact centre: conceptual foundation and scale development," The Service Industries Journal, Taylor & Francis Journals, vol. 32(2), pages 171-196, September.
    • Handle: RePEc:taf:servic:v:32:y:2010:i:2:p:171-196
    DOI: 10.1080/02642069.2010.531120
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    Cited by:

    1. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.

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