Finding their voice: call centre employees in a continuous service context
- Creator: Burgess, John , Connell, Julia , McDonnell, Anthony
- Resource Type: book chapter
- Date: 2019
What's trust got to do with it? Perceptions of trust in the call centre context
- Creator: Hannif, Zeenobiyah , Burgess, John , Connell, Julia , McDonnell, Anthony
- Resource Type: conference paper
- Date: 2011
Am I 'boverred'?: voice structures and related employee attitudes in call centres
- Creator: McDonnell, Anthony , Hannif, Zeenobiyah , Connell, Julia , Burgess, John
- Resource Type: conference paper
- Date: 2010
Team functions in small call centres
- Creator: Hannif, Zeenobyah , McDonnell, Anthony , Connell, Julia , Burgess, John
- Resource Type: conference paper
- Date: 2010
Working time flexibilities: a paradox in call centres?
- Creator: Hannif, Zeenobiyah , McDonnell, Anthony , Connell, Julia , Burgess, John
- Resource Type: journal article
- Date: 2010
Australian call centres: time to search for a new management model?
- Creator: Connell, Julia , Hannif, Zeenobyah , Burgess, John
- Resource Type: conference paper
- Date: 2009
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
- Creator: Dean, Alison M. , Rainnie, Al
- Resource Type: journal article
- Date: 2009
Teamwork in call centres: real or imaginary?
- Creator: Hannif, Zeenobyah , McDonnell, Anthony , Connell, Julia , Burgess, Kenneth
- Resource Type: conference paper
- Date: 2009
Using service logic to interpret customers' experiences during call centre interactions.
- Creator: Dean, Alison
- Resource Type: conference paper
- Date: 2009
Call centres and the quality of work life: towards a research agenda
- Creator: Hannif, Zeenobiyah , Burgess, John , Connell, Julia
- Resource Type: journal article
- Date: 2008
Introduction: call centres, the networked economy and the value chain
- Creator: Rainnie, Al , Barrett, Rowena , Burgess, John , Connell, Julia
- Resource Type: journal article
- Date: 2008
Developments in the call centre sector: an overview
- Creator: Burgess, John , Connell, Julia
- Resource Type: book chapter
- Date: 2006
Links between service climate, employee commitment and employees' service quality capability
- Creator: Little, Marie Mikic , Dean, Alison M.
- Resource Type: journal article
- Date: 2006
Symbolic analysts in the new economy: call centres in less favoured regions
- Creator: Dean, Alison , Rainnie, Al
- Resource Type: book chapter
- Date: 2005
Agreement making in Australian call centres
- Creator: Burgess, John , Connell, Julia , Nolan, John
- Resource Type: conference paper
- Date: 2004
Emerging developments in call centre research
- Creator: Burgess, John , Connell, Julia
- Resource Type: journal article
- Date: 2004
Rethinking customer expectations of service quality: are call centres different?
- Creator: Dean, Alison M.
- Resource Type: journal article
- Date: 2004