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You searched for subject:(call centres). Showing records 1 – 30 of 44 total matches.

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University of Pretoria

1. Bettesworth, Fiona. Factors influencing performance of call centre agents : a study of a South African outsourced call centre.

Degree: Gordon Institute of Business Science (GIBS), 2010, University of Pretoria

 This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect… (more)

Subjects/Keywords: UCTD; Call centres

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Bettesworth, F. (2010). Factors influencing performance of call centre agents : a study of a South African outsourced call centre. (Masters Thesis). University of Pretoria. Retrieved from http://hdl.handle.net/2263/23840

Chicago Manual of Style (16th Edition):

Bettesworth, Fiona. “Factors influencing performance of call centre agents : a study of a South African outsourced call centre.” 2010. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://hdl.handle.net/2263/23840.

MLA Handbook (7th Edition):

Bettesworth, Fiona. “Factors influencing performance of call centre agents : a study of a South African outsourced call centre.” 2010. Web. 22 Apr 2019.

Vancouver:

Bettesworth F. Factors influencing performance of call centre agents : a study of a South African outsourced call centre. [Internet] [Masters thesis]. University of Pretoria; 2010. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/2263/23840.

Council of Science Editors:

Bettesworth F. Factors influencing performance of call centre agents : a study of a South African outsourced call centre. [Masters Thesis]. University of Pretoria; 2010. Available from: http://hdl.handle.net/2263/23840


University of Pretoria

2. [No author]. Factors influencing performance of call centre agents : a study of a South African outsourced call centre .

Degree: 2010, University of Pretoria

 This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect… (more)

Subjects/Keywords: UCTD; Call centres

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APA (6th Edition):

author], [. (2010). Factors influencing performance of call centre agents : a study of a South African outsourced call centre . (Masters Thesis). University of Pretoria. Retrieved from http://upetd.up.ac.za/thesis/available/etd-04072010-142649/

Chicago Manual of Style (16th Edition):

author], [No. “Factors influencing performance of call centre agents : a study of a South African outsourced call centre .” 2010. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://upetd.up.ac.za/thesis/available/etd-04072010-142649/.

MLA Handbook (7th Edition):

author], [No. “Factors influencing performance of call centre agents : a study of a South African outsourced call centre .” 2010. Web. 22 Apr 2019.

Vancouver:

author] [. Factors influencing performance of call centre agents : a study of a South African outsourced call centre . [Internet] [Masters thesis]. University of Pretoria; 2010. [cited 2019 Apr 22]. Available from: http://upetd.up.ac.za/thesis/available/etd-04072010-142649/.

Council of Science Editors:

author] [. Factors influencing performance of call centre agents : a study of a South African outsourced call centre . [Masters Thesis]. University of Pretoria; 2010. Available from: http://upetd.up.ac.za/thesis/available/etd-04072010-142649/

3. Devadas, Usha. The prevalence and nature of voice problems in call center operators.

Degree: 2012, Manipal University

Aim: Investigate the Prevalence and Nature of Voice Problems in call center operators (CCO)in Indian set up. Objectives: Determine the prevalence of voice problems in… (more)

Subjects/Keywords: Health Science; Call Centres; Call Center Operators

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APA (6th Edition):

Devadas, U. (2012). The prevalence and nature of voice problems in call center operators. (Thesis). Manipal University. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/4992

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Devadas, Usha. “The prevalence and nature of voice problems in call center operators.” 2012. Thesis, Manipal University. Accessed April 22, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/4992.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Devadas, Usha. “The prevalence and nature of voice problems in call center operators.” 2012. Web. 22 Apr 2019.

Vancouver:

Devadas U. The prevalence and nature of voice problems in call center operators. [Internet] [Thesis]. Manipal University; 2012. [cited 2019 Apr 22]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/4992.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Devadas U. The prevalence and nature of voice problems in call center operators. [Thesis]. Manipal University; 2012. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/4992

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


University of the Western Cape

4. Barnes, Nina. The retention factors of call centre agents at a financial institution in the Western Cape .

Degree: 2013, University of the Western Cape

 The aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the… (more)

Subjects/Keywords: Call centres; Call centre agents; Generational diversity

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APA (6th Edition):

Barnes, N. (2013). The retention factors of call centre agents at a financial institution in the Western Cape . (Thesis). University of the Western Cape. Retrieved from http://hdl.handle.net/11394/4566

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Barnes, Nina. “The retention factors of call centre agents at a financial institution in the Western Cape .” 2013. Thesis, University of the Western Cape. Accessed April 22, 2019. http://hdl.handle.net/11394/4566.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Barnes, Nina. “The retention factors of call centre agents at a financial institution in the Western Cape .” 2013. Web. 22 Apr 2019.

Vancouver:

Barnes N. The retention factors of call centre agents at a financial institution in the Western Cape . [Internet] [Thesis]. University of the Western Cape; 2013. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/11394/4566.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Barnes N. The retention factors of call centre agents at a financial institution in the Western Cape . [Thesis]. University of the Western Cape; 2013. Available from: http://hdl.handle.net/11394/4566

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


Queens University

5. Stevens, Andrew Jr. Calling for resistance: The political economy of Indian and Canadian call centre industries .

Degree: Sociology, 2011, Queens University

Call centres have in the last three decades come to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and… (more)

Subjects/Keywords: sociology; call centres; labour; political economy

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APA (6th Edition):

Stevens, A. J. (2011). Calling for resistance: The political economy of Indian and Canadian call centre industries . (Thesis). Queens University. Retrieved from http://hdl.handle.net/1974/6655

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Stevens, Andrew Jr. “Calling for resistance: The political economy of Indian and Canadian call centre industries .” 2011. Thesis, Queens University. Accessed April 22, 2019. http://hdl.handle.net/1974/6655.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Stevens, Andrew Jr. “Calling for resistance: The political economy of Indian and Canadian call centre industries .” 2011. Web. 22 Apr 2019.

Vancouver:

Stevens AJ. Calling for resistance: The political economy of Indian and Canadian call centre industries . [Internet] [Thesis]. Queens University; 2011. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/1974/6655.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Stevens AJ. Calling for resistance: The political economy of Indian and Canadian call centre industries . [Thesis]. Queens University; 2011. Available from: http://hdl.handle.net/1974/6655

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


University of Saskatchewan

6. Zhang, Zhidong. Call centres with balking and abandonment: from queueing to queueing network models.

Degree: 2010, University of Saskatchewan

 The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design.… (more)

Subjects/Keywords: call centres; abandonment; monotonicity; queueing; balking

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APA (6th Edition):

Zhang, Z. (2010). Call centres with balking and abandonment: from queueing to queueing network models. (Thesis). University of Saskatchewan. Retrieved from http://hdl.handle.net/10388/etd-06222010-103338

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Zhang, Zhidong. “Call centres with balking and abandonment: from queueing to queueing network models.” 2010. Thesis, University of Saskatchewan. Accessed April 22, 2019. http://hdl.handle.net/10388/etd-06222010-103338.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Zhang, Zhidong. “Call centres with balking and abandonment: from queueing to queueing network models.” 2010. Web. 22 Apr 2019.

Vancouver:

Zhang Z. Call centres with balking and abandonment: from queueing to queueing network models. [Internet] [Thesis]. University of Saskatchewan; 2010. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10388/etd-06222010-103338.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Zhang Z. Call centres with balking and abandonment: from queueing to queueing network models. [Thesis]. University of Saskatchewan; 2010. Available from: http://hdl.handle.net/10388/etd-06222010-103338

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


Massey University

7. Scott, Alyson Margaret. "Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre.

Degree: MA, Psychology, 2015, Massey University

Call centres are employed to provide an increasingly complex array of government services; however, the experiences of staff and customers remain under-researched. This study investigated… (more)

Subjects/Keywords: Call centres, New Zealand; Immigration New Zealand; Immigrant services, New Zealand; Call centre evaluation; Call centre employees; Call centre customers

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APA (6th Edition):

Scott, A. M. (2015). "Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre. (Masters Thesis). Massey University. Retrieved from http://hdl.handle.net/10179/7109

Chicago Manual of Style (16th Edition):

Scott, Alyson Margaret. “"Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre.” 2015. Masters Thesis, Massey University. Accessed April 22, 2019. http://hdl.handle.net/10179/7109.

MLA Handbook (7th Edition):

Scott, Alyson Margaret. “"Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre.” 2015. Web. 22 Apr 2019.

Vancouver:

Scott AM. "Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre. [Internet] [Masters thesis]. Massey University; 2015. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10179/7109.

Council of Science Editors:

Scott AM. "Kia ora and welcome to Immigration New Zealand" : the experience of calling and working for the Immigration New Zealand's contact centre. [Masters Thesis]. Massey University; 2015. Available from: http://hdl.handle.net/10179/7109


Massey University

8. Mishra, Swati. Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand .

Degree: 2011, Massey University

 The unprecedented growth of transnational call centres in metropolitan India has produced a young work force who is subjected to the experiences of a western… (more)

Subjects/Keywords: Call centres; Call centre employees; Working women, India; Bangalore; Respectability; Women in a patriarchal society

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APA (6th Edition):

Mishra, S. (2011). Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand . (Thesis). Massey University. Retrieved from http://hdl.handle.net/10179/3404

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Mishra, Swati. “Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand .” 2011. Thesis, Massey University. Accessed April 22, 2019. http://hdl.handle.net/10179/3404.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Mishra, Swati. “Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand .” 2011. Web. 22 Apr 2019.

Vancouver:

Mishra S. Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand . [Internet] [Thesis]. Massey University; 2011. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10179/3404.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Mishra S. Recasting respectability : habitus, call centres and the modern Indian woman : a thesis presented in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Sociology, Massey University, Palmerston North, New Zealand . [Thesis]. Massey University; 2011. Available from: http://hdl.handle.net/10179/3404

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


University of Pretoria

9. Carrim, Nasima M.H. The relationship amongst locus of control, self-determination and job satisfaction in call centres.

Degree: Human Resource Management, 2012, University of Pretoria

Call centres across the globe experience high levels of absenteeism and labour turnover. The reason being: job dissatisfaction. South African call centres are also facing… (more)

Subjects/Keywords: Call centres; Job satisfaction; Self-determination; Locus of control; UCTD

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APA (6th Edition):

Carrim, N. M. H. (2012). The relationship amongst locus of control, self-determination and job satisfaction in call centres. (Masters Thesis). University of Pretoria. Retrieved from http://hdl.handle.net/2263/28546

Chicago Manual of Style (16th Edition):

Carrim, Nasima M H. “The relationship amongst locus of control, self-determination and job satisfaction in call centres.” 2012. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://hdl.handle.net/2263/28546.

MLA Handbook (7th Edition):

Carrim, Nasima M H. “The relationship amongst locus of control, self-determination and job satisfaction in call centres.” 2012. Web. 22 Apr 2019.

Vancouver:

Carrim NMH. The relationship amongst locus of control, self-determination and job satisfaction in call centres. [Internet] [Masters thesis]. University of Pretoria; 2012. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/2263/28546.

Council of Science Editors:

Carrim NMH. The relationship amongst locus of control, self-determination and job satisfaction in call centres. [Masters Thesis]. University of Pretoria; 2012. Available from: http://hdl.handle.net/2263/28546


University of Pretoria

10. [No author]. The relationship amongst locus of control, self-determination and job satisfaction in call centres .

Degree: 2012, University of Pretoria

Call centres across the globe experience high levels of absenteeism and labour turnover. The reason being: job dissatisfaction. South African call centres are also facing… (more)

Subjects/Keywords: Call centres; Job satisfaction; Self-determination; Locus of control; UCTD

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APA (6th Edition):

author], [. (2012). The relationship amongst locus of control, self-determination and job satisfaction in call centres . (Masters Thesis). University of Pretoria. Retrieved from http://upetd.up.ac.za/thesis/available/etd-02132012-105055/

Chicago Manual of Style (16th Edition):

author], [No. “The relationship amongst locus of control, self-determination and job satisfaction in call centres .” 2012. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://upetd.up.ac.za/thesis/available/etd-02132012-105055/.

MLA Handbook (7th Edition):

author], [No. “The relationship amongst locus of control, self-determination and job satisfaction in call centres .” 2012. Web. 22 Apr 2019.

Vancouver:

author] [. The relationship amongst locus of control, self-determination and job satisfaction in call centres . [Internet] [Masters thesis]. University of Pretoria; 2012. [cited 2019 Apr 22]. Available from: http://upetd.up.ac.za/thesis/available/etd-02132012-105055/.

Council of Science Editors:

author] [. The relationship amongst locus of control, self-determination and job satisfaction in call centres . [Masters Thesis]. University of Pretoria; 2012. Available from: http://upetd.up.ac.za/thesis/available/etd-02132012-105055/


University of Otago

11. Day, Annabel. A study of call centres and call centre work in Dunedin .

Degree: 2011, University of Otago

 Little research has been done in New Zealand on call centres and call centre work. This research investigated two call centres in Dunedin with the… (more)

Subjects/Keywords: New Zealand; call centres; Dunedin; work environment; stress levels; socio-demographics

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APA (6th Edition):

Day, A. (2011). A study of call centres and call centre work in Dunedin . (Masters Thesis). University of Otago. Retrieved from http://hdl.handle.net/10523/1342

Chicago Manual of Style (16th Edition):

Day, Annabel. “A study of call centres and call centre work in Dunedin .” 2011. Masters Thesis, University of Otago. Accessed April 22, 2019. http://hdl.handle.net/10523/1342.

MLA Handbook (7th Edition):

Day, Annabel. “A study of call centres and call centre work in Dunedin .” 2011. Web. 22 Apr 2019.

Vancouver:

Day A. A study of call centres and call centre work in Dunedin . [Internet] [Masters thesis]. University of Otago; 2011. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10523/1342.

Council of Science Editors:

Day A. A study of call centres and call centre work in Dunedin . [Masters Thesis]. University of Otago; 2011. Available from: http://hdl.handle.net/10523/1342


University of the Western Cape

12. Green, Glynnis Ann. A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment .

Degree: 2012, University of the Western Cape

 South Africa is recognised as having world-class status in the call centre arena and this industry has grown exponentially in the last two decades, as… (more)

Subjects/Keywords: South Africa; World-class status; Single mothers; Call centres

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APA (6th Edition):

Green, G. A. (2012). A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment . (Thesis). University of the Western Cape. Retrieved from http://hdl.handle.net/11394/4098

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Green, Glynnis Ann. “A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment .” 2012. Thesis, University of the Western Cape. Accessed April 22, 2019. http://hdl.handle.net/11394/4098.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Green, Glynnis Ann. “A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment .” 2012. Web. 22 Apr 2019.

Vancouver:

Green GA. A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment . [Internet] [Thesis]. University of the Western Cape; 2012. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/11394/4098.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Green GA. A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment . [Thesis]. University of the Western Cape; 2012. Available from: http://hdl.handle.net/11394/4098

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

13. Ngo Nyobe, Sara. Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees.

Degree: Docteur es, Sciences de Gestion, 2014, Aix Marseille Université

En raison de son cadre social et fiscal avantageux et de la qualité de sa main d’oeuvre, la Tunisie est aujourd’hui une destination privilégiée pour… (more)

Subjects/Keywords: Identité; Stratégies identitaires; Modèle de management; Centres d’appels; Tunisie; Identity; Identity strategies; Management model; Call centres; Tunisia

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APA (6th Edition):

Ngo Nyobe, S. (2014). Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees. (Doctoral Dissertation). Aix Marseille Université. Retrieved from http://www.theses.fr/2014AIXM2009

Chicago Manual of Style (16th Edition):

Ngo Nyobe, Sara. “Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees.” 2014. Doctoral Dissertation, Aix Marseille Université. Accessed April 22, 2019. http://www.theses.fr/2014AIXM2009.

MLA Handbook (7th Edition):

Ngo Nyobe, Sara. “Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees.” 2014. Web. 22 Apr 2019.

Vancouver:

Ngo Nyobe S. Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees. [Internet] [Doctoral dissertation]. Aix Marseille Université 2014. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2014AIXM2009.

Council of Science Editors:

Ngo Nyobe S. Modèles de management et stratégies identitaires des salariés des centres d'appels prestataires en Tunisie : Management models from offshore call centres in Tunisia and identity strategies of their employees. [Doctoral Dissertation]. Aix Marseille Université 2014. Available from: http://www.theses.fr/2014AIXM2009

14. Rolo, Duarte. Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers.

Degree: Docteur es, Psychologie/Psychodynamique du Travail, 2013, Paris, CNAM

Sur base d’une enquête réalisée dans le secteur des centres d’appel téléphonique, cette thèse analyse l’impact subjectif de la prescription du mensonge au travail. Le… (more)

Subjects/Keywords: Mensonge; Souffrance éthique; Psychodynamique du travail; Centres d’appel téléphonique; Lying; Psychodynamics of work; Ethical suffering; Call centres; 158.7

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APA (6th Edition):

Rolo, D. (2013). Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers. (Doctoral Dissertation). Paris, CNAM. Retrieved from http://www.theses.fr/2013CNAM0885

Chicago Manual of Style (16th Edition):

Rolo, Duarte. “Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers.” 2013. Doctoral Dissertation, Paris, CNAM. Accessed April 22, 2019. http://www.theses.fr/2013CNAM0885.

MLA Handbook (7th Edition):

Rolo, Duarte. “Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers.” 2013. Web. 22 Apr 2019.

Vancouver:

Rolo D. Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers. [Internet] [Doctoral dissertation]. Paris, CNAM; 2013. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2013CNAM0885.

Council of Science Editors:

Rolo D. Contraintes organisationnelles, distorsion de la communication et souffrance éthique : le cas des centres d'appels téléphoniques. : Organizational constraints, distorted communication and ethical suffering : a case study on call centers. [Doctoral Dissertation]. Paris, CNAM; 2013. Available from: http://www.theses.fr/2013CNAM0885


University of Oxford

15. Hultgren, Anna Kristina. Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions.

Degree: PhD, 2008, University of Oxford

 This thesis aims to contribute to the study of workplace talk, language and gender, and the sociolinguistics of globalization by exploring the phenomenon of ‘linguistic… (more)

Subjects/Keywords: 158.7; English Language and Literature; Linguistics; sociolinguistics; call centres; linguistic regulation; Danish; English

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Hultgren, A. K. (2008). Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions. (Doctoral Dissertation). University of Oxford. Retrieved from http://ora.ox.ac.uk/objects/uuid:9ca16ff8-8975-4e25-9193-06016aa2b503 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.496569

Chicago Manual of Style (16th Edition):

Hultgren, Anna Kristina. “Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions.” 2008. Doctoral Dissertation, University of Oxford. Accessed April 22, 2019. http://ora.ox.ac.uk/objects/uuid:9ca16ff8-8975-4e25-9193-06016aa2b503 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.496569.

MLA Handbook (7th Edition):

Hultgren, Anna Kristina. “Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions.” 2008. Web. 22 Apr 2019.

Vancouver:

Hultgren AK. Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions. [Internet] [Doctoral dissertation]. University of Oxford; 2008. [cited 2019 Apr 22]. Available from: http://ora.ox.ac.uk/objects/uuid:9ca16ff8-8975-4e25-9193-06016aa2b503 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.496569.

Council of Science Editors:

Hultgren AK. Linguistic regulation and interactional reality : a sociolinguistic study of call centre service transactions. [Doctoral Dissertation]. University of Oxford; 2008. Available from: http://ora.ox.ac.uk/objects/uuid:9ca16ff8-8975-4e25-9193-06016aa2b503 ; http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.496569

16. Liao, Shuang Qing. Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty.

Degree: Docteur es, Génie industriel, 2011, Châtenay-Malabry, Ecole centrale de Paris

Au cours des dernières années, les centres d'appels ont été introduits avec succès par de nombreuses entreprises axées sur les services comme les banques et… (more)

Subjects/Keywords: Centres d'appels; Programmation stochastique; Programmation robuste; Call centers; Stochastic programming; Robust programming

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APA (6th Edition):

Liao, S. Q. (2011). Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty. (Doctoral Dissertation). Châtenay-Malabry, Ecole centrale de Paris. Retrieved from http://www.theses.fr/2011ECAP0027

Chicago Manual of Style (16th Edition):

Liao, Shuang Qing. “Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty.” 2011. Doctoral Dissertation, Châtenay-Malabry, Ecole centrale de Paris. Accessed April 22, 2019. http://www.theses.fr/2011ECAP0027.

MLA Handbook (7th Edition):

Liao, Shuang Qing. “Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty.” 2011. Web. 22 Apr 2019.

Vancouver:

Liao SQ. Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty. [Internet] [Doctoral dissertation]. Châtenay-Malabry, Ecole centrale de Paris; 2011. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2011ECAP0027.

Council of Science Editors:

Liao SQ. Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées : Staffing and shift-scheduling of call centers under call arrival rate uncertainty. [Doctoral Dissertation]. Châtenay-Malabry, Ecole centrale de Paris; 2011. Available from: http://www.theses.fr/2011ECAP0027

17. Legros, Benjamin. Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux.

Degree: Docteur es, Génie Industriel, 2013, Châtenay-Malabry, Ecole centrale de Paris

 Les centres d’appels connaissent un grand succès depuis leur introduction dans les entreprises de service. Ils sont le principal point de contact avec les clients,… (more)

Subjects/Keywords: Centres d’appels; Modèles stochastiques; Files d’attente; Call centers; Stochastic models; Queuing systems

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APA (6th Edition):

Legros, B. (2013). Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux. (Doctoral Dissertation). Châtenay-Malabry, Ecole centrale de Paris. Retrieved from http://www.theses.fr/2013ECAP0072

Chicago Manual of Style (16th Edition):

Legros, Benjamin. “Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux.” 2013. Doctoral Dissertation, Châtenay-Malabry, Ecole centrale de Paris. Accessed April 22, 2019. http://www.theses.fr/2013ECAP0072.

MLA Handbook (7th Edition):

Legros, Benjamin. “Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux.” 2013. Web. 22 Apr 2019.

Vancouver:

Legros B. Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux. [Internet] [Doctoral dissertation]. Châtenay-Malabry, Ecole centrale de Paris; 2013. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2013ECAP0072.

Council of Science Editors:

Legros B. Optimization of multi-channel and multi-skill call centers : Optimisation dans les centres d'appels multi-compétences et multi-canaux. [Doctoral Dissertation]. Châtenay-Malabry, Ecole centrale de Paris; 2013. Available from: http://www.theses.fr/2013ECAP0072


Massey University

18. Manley, Rex. Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North .

Degree: 2002, Massey University

 In New Zealand the call centre industry is receiving strong support from both business and government due to its conception as providing opportunities for information… (more)

Subjects/Keywords: Call centres, New Zealand; Call centre personnel management; Call centre employees

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APA (6th Edition):

Manley, R. (2002). Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North . (Thesis). Massey University. Retrieved from http://hdl.handle.net/10179/7202

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Manley, Rex. “Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North .” 2002. Thesis, Massey University. Accessed April 22, 2019. http://hdl.handle.net/10179/7202.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Manley, Rex. “Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North .” 2002. Web. 22 Apr 2019.

Vancouver:

Manley R. Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North . [Internet] [Thesis]. Massey University; 2002. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10179/7202.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Manley R. Productivity is calling : an analysis of the role of hegemony in constructing workers in call centres : a thesis presented in partial fulfilment of the requirements for the degree of Master of Arts in Sociology, Massey University, Palmerston North . [Thesis]. Massey University; 2002. Available from: http://hdl.handle.net/10179/7202

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


University of Pretoria

19. Kotze, Theo. The effect of national culture on customer satisfaction in call centres across national borders.

Degree: Gordon Institute of Business Science (GIBS), 2013, University of Pretoria

 Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational… (more)

Subjects/Keywords: UCTD; National culture; Service quality; Customer characteristics; Offshoring; Call centres; Serfperv; Cultural difference; Emerging markets; Customer satisfaction; Services management

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APA (6th Edition):

Kotze, T. (2013). The effect of national culture on customer satisfaction in call centres across national borders. (Masters Thesis). University of Pretoria. Retrieved from http://hdl.handle.net/2263/23069

Chicago Manual of Style (16th Edition):

Kotze, Theo. “The effect of national culture on customer satisfaction in call centres across national borders.” 2013. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://hdl.handle.net/2263/23069.

MLA Handbook (7th Edition):

Kotze, Theo. “The effect of national culture on customer satisfaction in call centres across national borders.” 2013. Web. 22 Apr 2019.

Vancouver:

Kotze T. The effect of national culture on customer satisfaction in call centres across national borders. [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/2263/23069.

Council of Science Editors:

Kotze T. The effect of national culture on customer satisfaction in call centres across national borders. [Masters Thesis]. University of Pretoria; 2013. Available from: http://hdl.handle.net/2263/23069


University of KwaZulu-Natal

20. [No author]. Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area.

Degree: Business administration, 2003, University of KwaZulu-Natal

 Staff motivation in a contact centre environment was analysed from the perspective of Herzberg's Motivation- Hygiene theory in the present study using survey data from… (more)

Subjects/Keywords: Business administration.; Call centres – Durban.; Employee motivation.

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

author], [. (2003). Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area. (Thesis). University of KwaZulu-Natal. Retrieved from http://hdl.handle.net/10413/2369

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

author], [No. “Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area. ” 2003. Thesis, University of KwaZulu-Natal. Accessed April 22, 2019. http://hdl.handle.net/10413/2369.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

author], [No. “Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area. ” 2003. Web. 22 Apr 2019.

Vancouver:

author] [. Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area. [Internet] [Thesis]. University of KwaZulu-Natal; 2003. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10413/2369.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

author] [. Staff motivation in a contact centre environment : an empirical study of contact centres in the Durban area. [Thesis]. University of KwaZulu-Natal; 2003. Available from: http://hdl.handle.net/10413/2369

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


University of Pretoria

21. [No author]. The effect of national culture on customer satisfaction in call centres across national borders .

Degree: 2013, University of Pretoria

 Characteristics of national cultures have frequently been claimed to influence service quality perception and customer satisfaction. This inquiry investigates this claim by analysing a multinational… (more)

Subjects/Keywords: UCTD; National culture; Service quality; Customer characteristics; Offshoring; Call centres; Serfperv; Cultural difference; Emerging markets; Customer satisfaction; Services management

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

author], [. (2013). The effect of national culture on customer satisfaction in call centres across national borders . (Masters Thesis). University of Pretoria. Retrieved from http://upetd.up.ac.za/thesis/available/etd-03092013-173838/

Chicago Manual of Style (16th Edition):

author], [No. “The effect of national culture on customer satisfaction in call centres across national borders .” 2013. Masters Thesis, University of Pretoria. Accessed April 22, 2019. http://upetd.up.ac.za/thesis/available/etd-03092013-173838/.

MLA Handbook (7th Edition):

author], [No. “The effect of national culture on customer satisfaction in call centres across national borders .” 2013. Web. 22 Apr 2019.

Vancouver:

author] [. The effect of national culture on customer satisfaction in call centres across national borders . [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2019 Apr 22]. Available from: http://upetd.up.ac.za/thesis/available/etd-03092013-173838/.

Council of Science Editors:

author] [. The effect of national culture on customer satisfaction in call centres across national borders . [Masters Thesis]. University of Pretoria; 2013. Available from: http://upetd.up.ac.za/thesis/available/etd-03092013-173838/

22. Colón de Carvajal, Isabelle. La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers.

Degree: Docteur es, Sciences du langage, 2010, Université Lumière – Lyon II

Notre travail de recherche s’intéresse à l’usage des technologies dans les interactions professionnelles, et en particulier dans des centres d’appel. Nos analyses s’appuient sur trois… (more)

Subjects/Keywords: Workplace Studies; Cadre participatif; Artefact; Visiophonie; Multimodalité; Interaction; Technologie; Conversational Analysis; Workplace Studies; Call centres; Participative framework; Videophone; Mutlimodality; Technology

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Colón de Carvajal, I. (2010). La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers. (Doctoral Dissertation). Université Lumière – Lyon II. Retrieved from http://www.theses.fr/2010LYO20084

Chicago Manual of Style (16th Edition):

Colón de Carvajal, Isabelle. “La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers.” 2010. Doctoral Dissertation, Université Lumière – Lyon II. Accessed April 22, 2019. http://www.theses.fr/2010LYO20084.

MLA Handbook (7th Edition):

Colón de Carvajal, Isabelle. “La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers.” 2010. Web. 22 Apr 2019.

Vancouver:

Colón de Carvajal I. La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers. [Internet] [Doctoral dissertation]. Université Lumière – Lyon II; 2010. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2010LYO20084.

Council of Science Editors:

Colón de Carvajal I. La mobilisation des artefacts technologiques dans l’interaction : analyse linguistique et multimodale des pratiques professionnelles en centres d’appels : The mobilization of technological artefacts during the interaction : linguistic et multimodal analysis of professional practices in call centers. [Doctoral Dissertation]. Université Lumière – Lyon II; 2010. Available from: http://www.theses.fr/2010LYO20084


Tampere University

23. Koivunen, Tuija. Gender in Call Centre Work .

Degree: 2011, Tampere University

 Yhteyskeskukset ovat yrityksiä, joihin muut yritykset ja organisaatiot ulkoistavat erilaisia puhelimitse tehtäviä palvelu- ja markkinointitehtäviä. Tällaiset yhteyskeskusten tarjoamat puhelinpalvelut ovat laajeneva liiketoiminnan ala. Yhteyskeskuksissa tehtävä… (more)

Subjects/Keywords: Gender-related practices; women's work; male managers; call centres; customer service work; Sukupuoleen liittyvät käytännöt; naisten työ; miesjohtajat; yhteyskeskus; asiakaspalvelutyö

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APA (6th Edition):

Koivunen, T. (2011). Gender in Call Centre Work . (Doctoral Dissertation). Tampere University. Retrieved from http://tampub.uta.fi/handle/10024/66826

Chicago Manual of Style (16th Edition):

Koivunen, Tuija. “Gender in Call Centre Work .” 2011. Doctoral Dissertation, Tampere University. Accessed April 22, 2019. http://tampub.uta.fi/handle/10024/66826.

MLA Handbook (7th Edition):

Koivunen, Tuija. “Gender in Call Centre Work .” 2011. Web. 22 Apr 2019.

Vancouver:

Koivunen T. Gender in Call Centre Work . [Internet] [Doctoral dissertation]. Tampere University; 2011. [cited 2019 Apr 22]. Available from: http://tampub.uta.fi/handle/10024/66826.

Council of Science Editors:

Koivunen T. Gender in Call Centre Work . [Doctoral Dissertation]. Tampere University; 2011. Available from: http://tampub.uta.fi/handle/10024/66826


Southern Cross University

24. Yow, Hai Chean. How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia.

Degree: 2013, Southern Cross University

 The call centre industry in Malaysia is a growth engine to the economy through jobs creation and delivering value to corporations. Currently there exists a… (more)

Subjects/Keywords: employee loyalty; generation X; generation Y; call centres; Business Administration, Management, and Operations; Human Resources Management; Performance Management

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APA (6th Edition):

Yow, H. C. (2013). How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia. (Thesis). Southern Cross University. Retrieved from http://epubs.scu.edu.au/theses/390

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Yow, Hai Chean. “How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia.” 2013. Thesis, Southern Cross University. Accessed April 22, 2019. http://epubs.scu.edu.au/theses/390.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Yow, Hai Chean. “How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia.” 2013. Web. 22 Apr 2019.

Vancouver:

Yow HC. How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia. [Internet] [Thesis]. Southern Cross University; 2013. [cited 2019 Apr 22]. Available from: http://epubs.scu.edu.au/theses/390.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Yow HC. How different is different : a study of the workforce generation differences in relation to employee loyalty within the call centre industry in Malaysia. [Thesis]. Southern Cross University; 2013. Available from: http://epubs.scu.edu.au/theses/390

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation


Stellenbosch University

25. Langenhoven, Anja. How job demands and resources predict burnout, engagement and intention to quit in call centres.

Degree: MCom, 2015, Stellenbosch University

 ENGLISH ABSTRACT : The industrial psychology literature related to call centres highlights the negative aspects of call centre work environments and the resultant adverse impact… (more)

Subjects/Keywords: Call centres; Job demands-resources model; Personal resources; Psychological capital; Burnout; Job resources; Emotional intelligence; Employees  – Resignation; UCTD

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APA (6th Edition):

Langenhoven, A. (2015). How job demands and resources predict burnout, engagement and intention to quit in call centres. (Thesis). Stellenbosch University. Retrieved from http://hdl.handle.net/10019.1/98070

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Langenhoven, Anja. “How job demands and resources predict burnout, engagement and intention to quit in call centres.” 2015. Thesis, Stellenbosch University. Accessed April 22, 2019. http://hdl.handle.net/10019.1/98070.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Langenhoven, Anja. “How job demands and resources predict burnout, engagement and intention to quit in call centres.” 2015. Web. 22 Apr 2019.

Vancouver:

Langenhoven A. How job demands and resources predict burnout, engagement and intention to quit in call centres. [Internet] [Thesis]. Stellenbosch University; 2015. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10019.1/98070.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Langenhoven A. How job demands and resources predict burnout, engagement and intention to quit in call centres. [Thesis]. Stellenbosch University; 2015. Available from: http://hdl.handle.net/10019.1/98070

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

26. McPhail, Brenda Jean. "Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres.

Degree: 2013, University of Toronto

This thesis describes and analyses the ways in which employees in two front line call centre settings report their experience of qualitative and quantitative monitoring… (more)

Subjects/Keywords: identity; accountability; call centres; performance monitoring; 0723

…similarly ethnographic in method, and situated in two Canadian financial service call centres. It… …control behaviour (2005, p. 125). By these definitions, however, call centres are both… …collar workplaces. Call centres have been sites of thorough monitoring since they became… …in far-reaching ways” (Houlihan 2000, p. 229). Thus in call centres, information… …monitoring. After an examination of the nature and development of call centres, and a detailed… 

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7

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APA (6th Edition):

McPhail, B. J. (2013). "Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres. (Doctoral Dissertation). University of Toronto. Retrieved from http://hdl.handle.net/1807/43664

Chicago Manual of Style (16th Edition):

McPhail, Brenda Jean. “"Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres.” 2013. Doctoral Dissertation, University of Toronto. Accessed April 22, 2019. http://hdl.handle.net/1807/43664.

MLA Handbook (7th Edition):

McPhail, Brenda Jean. “"Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres.” 2013. Web. 22 Apr 2019.

Vancouver:

McPhail BJ. "Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres. [Internet] [Doctoral dissertation]. University of Toronto; 2013. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/1807/43664.

Council of Science Editors:

McPhail BJ. "Let Me Tell You Who I Am": A Qualitative Study of Identity and Accountability in Two Electronically-monitored Call Centres. [Doctoral Dissertation]. University of Toronto; 2013. Available from: http://hdl.handle.net/1807/43664


University of Canberra

27. Morison, Rebecca. The impact of electronic performance monitoring on staff turnover in a call centre environment.

Degree: 2002, University of Canberra

Call Centres represent one of the fastest growing industries today. In a competitive business environment the service delivered by Call Centre operators needs to be quantified and… (more)

Subjects/Keywords: call centres; Electronic Performance Monitoring; EPM; staff turnover; management; staff satisfaction

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APA (6th Edition):

Morison, R. (2002). The impact of electronic performance monitoring on staff turnover in a call centre environment. (Thesis). University of Canberra. Retrieved from http://erl.canberra.edu.au./public/adt-AUC20050530.111117

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Morison, Rebecca. “The impact of electronic performance monitoring on staff turnover in a call centre environment.” 2002. Thesis, University of Canberra. Accessed April 22, 2019. http://erl.canberra.edu.au./public/adt-AUC20050530.111117.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Morison, Rebecca. “The impact of electronic performance monitoring on staff turnover in a call centre environment.” 2002. Web. 22 Apr 2019.

Vancouver:

Morison R. The impact of electronic performance monitoring on staff turnover in a call centre environment. [Internet] [Thesis]. University of Canberra; 2002. [cited 2019 Apr 22]. Available from: http://erl.canberra.edu.au./public/adt-AUC20050530.111117.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Morison R. The impact of electronic performance monitoring on staff turnover in a call centre environment. [Thesis]. University of Canberra; 2002. Available from: http://erl.canberra.edu.au./public/adt-AUC20050530.111117

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

28. Feriel, Emilie. Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers.

Degree: Docteur es, Sciences économiques, 2011, Aix-Marseille 2

Notre thèse se propose d’analyser les transformations des rapports salariaux à partir d’une lecture croisée de la dynamique des modèles productifs et de l’expansion de… (more)

Subjects/Keywords: Rapport salarial; Modèles productifs; Relation de service; Centres d’appels; Division du travail; Segmentation de l’emploi; Wage earner relations; Productive models; Service relation; Call centers; Work division; Segmentation of jobs

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Feriel, E. (2011). Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers. (Doctoral Dissertation). Aix-Marseille 2. Retrieved from http://www.theses.fr/2011AIX24011

Chicago Manual of Style (16th Edition):

Feriel, Emilie. “Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers.” 2011. Doctoral Dissertation, Aix-Marseille 2. Accessed April 22, 2019. http://www.theses.fr/2011AIX24011.

MLA Handbook (7th Edition):

Feriel, Emilie. “Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers.” 2011. Web. 22 Apr 2019.

Vancouver:

Feriel E. Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers. [Internet] [Doctoral dissertation]. Aix-Marseille 2; 2011. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2011AIX24011.

Council of Science Editors:

Feriel E. Rapport salarial, rationalisation des modèles productifs et relation de service : le cas des centres d'appels téléphoniques : Wage earner relation, rationalization of productive models and service relation : the case of call centers. [Doctoral Dissertation]. Aix-Marseille 2; 2011. Available from: http://www.theses.fr/2011AIX24011


Universitat Rovira i Virgili

29. Chicu, Doriana. Employees and customers in call centres: confirmatory and exploratory study.

Degree: Departament de Gestió d'Empreses, 2015, Universitat Rovira i Virgili

 This thesis is an interface between HR and Marketing discipline, by examining the Service-Profit Chain (SPC) model in the context of call centre, characterized by… (more)

Subjects/Keywords: call centres; cadena de servei-benefici; satisfacció del consumidor; adena de servicios-beneficio; satisfacción del cliente; service-profit chain; customer satisfaction; Ciències; 331; 339

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Chicu, D. (2015). Employees and customers in call centres: confirmatory and exploratory study. (Thesis). Universitat Rovira i Virgili. Retrieved from http://hdl.handle.net/10803/396290

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Chicu, Doriana. “Employees and customers in call centres: confirmatory and exploratory study.” 2015. Thesis, Universitat Rovira i Virgili. Accessed April 22, 2019. http://hdl.handle.net/10803/396290.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Chicu, Doriana. “Employees and customers in call centres: confirmatory and exploratory study.” 2015. Web. 22 Apr 2019.

Vancouver:

Chicu D. Employees and customers in call centres: confirmatory and exploratory study. [Internet] [Thesis]. Universitat Rovira i Virgili; 2015. [cited 2019 Apr 22]. Available from: http://hdl.handle.net/10803/396290.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Chicu D. Employees and customers in call centres: confirmatory and exploratory study. [Thesis]. Universitat Rovira i Virgili; 2015. Available from: http://hdl.handle.net/10803/396290

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

30. Da Cruz, Michaël. « Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers.

Degree: Docteur es, Sociologie, 2014, Aix Marseille Université

Si les centres d'appel constituent une porte d'entrée sur le marché du travail pour de plus en plus de jeunes issus du système universitaire mexicain,… (more)

Subjects/Keywords: Migration de retour; Génération 1.5; Mexique; Etats-Unis; Centres d'appel offshore; Trajectoires biographiques; Mondialisation; Return migration; 1.5 generation; Mexico; United States; Offshore call center; Life stories; Globalization

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Da Cruz, M. (2014). « Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers. (Doctoral Dissertation). Aix Marseille Université. Retrieved from http://www.theses.fr/2014AIXM3025

Chicago Manual of Style (16th Edition):

Da Cruz, Michaël. “« Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers.” 2014. Doctoral Dissertation, Aix Marseille Université. Accessed April 22, 2019. http://www.theses.fr/2014AIXM3025.

MLA Handbook (7th Edition):

Da Cruz, Michaël. “« Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers.” 2014. Web. 22 Apr 2019.

Vancouver:

Da Cruz M. « Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers. [Internet] [Doctoral dissertation]. Aix Marseille Université 2014. [cited 2019 Apr 22]. Available from: http://www.theses.fr/2014AIXM3025.

Council of Science Editors:

Da Cruz M. « Back to Tenochtitlan » : Migration de retour et nouvelles maquiladoras de la communication : Le cas des jeunes migrants employés dans les centres d’appel bilingues de la ville de Mexico. : « Back to Tenochtitlan » : Return Migration and the New Maquiladoras of Communication : The Case of Young Migrants Employed in Mexico City’s Bilingual Call Centers. [Doctoral Dissertation]. Aix Marseille Université 2014. Available from: http://www.theses.fr/2014AIXM3025

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