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Performance, satisfaction and turnover in call centers: The effects of stress and optimism

โœ Scribed by Tracy L Tuten; Presha E Neidermeyer

Book ID
117319810
Publisher
Elsevier Science
Year
2004
Tongue
English
Weight
179 KB
Volume
57
Category
Article
ISSN
0148-2963

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Call centers have become an important customer access channel as well as an important source of customer-related information. Frequently, call center employees experience role stress as a result of the conflicting demands of the company, supervisors, and customers. In this article, antecedents and c