REFERENCES
Abdullateef, A.O., Mokhtar, S.S.M. and Yusoff, R.Z. (2011), “The mediating effects of
first call resolution on call centers’ performance”, Journal of Database Marketing &
Customer Strategy Management, Vol. 18 No. 1, pp. 16–30.
Aksin, Z., Armony, M. and Mehrotra, V. (2007), “The Modern Call Center: A Multi-
Disciplinary Perspective on Operations Management Research”, Production and
Operations Management, Vol. 16 No. 6, pp. 665–688.
Anderson, E.W. and Sullivan, M.W. (1993), “The Antecedents and Consequences of
Customer Satisfaction for Firms”, Marketing Science, INFORMS: Institute for
Operations Research, Vol. 12 No. 2, pp. 125–143.
Anton, J. (1997), Call Center management by the numbers, Purdue University Press,
West Lafayette, Indiana, Vol. Ichor Busi.
Bain, P., Watson, A., Mulvey, G., Taylor, P. and Gall, G. (2002), “Taylorism, targets and
the pursuit of quantity and quality by call centre management”, New Technology Work
and Employment, Vol. 17 No. 3, pp. 170–185.
Batt, R. and Colvin S., A.J. (2011), “An employment systems approach to turnover:
Human resources practices, quits, dismissals, and performance”, Academy of
Management Journal, Vol. 54 No. 4, pp. 695–717.
Bennington, L., Cummane, J. and Conn, P. (2000), “Customer satisfaction and call
centers: an Australian study”, International Journal of Service Industry Management,
Vol. 11 No. 2, pp. 162–173.
Bharadwaj, N. and Roggeveen, A. (2008), “The impact of offshored and outsourced call
service centers on customer appraisals”, Marketing Letters, Vol. 19 No. 1, pp. 13–23.
Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), “The service encounter:
Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, American
Marketing Association, Vol. 54 No. 1, pp. 71–84.
van den Broek, D., Callaghan, G. and Thompson, P. (2004), “Teams without teamwork?
Explaining the call centre paradox”, Economic and Industrial Democracy, Vol. 25 No. 2,
pp. 197–218.
Brown, G. and Maxwell, G. (2002), “Customer Service in UK call centres:: organisational
perspectives and employee perceptions”, Journal of Retailing and Consumer Services,
Vol. 9 No. 6, pp. 309–316.
Burgers, A., Ko, de R., Keen, C. and Streukens, S. (2000), “Customer expectation
dimensions of voice-to-voice service encounters: a scale-development study”,
International Journal of Service Industry Management, Vol. 11 No. 2, pp. 142–161.
Castilla, E.J. (2005), “Social Networks and Employee Performance in a Call Center”,
American Journal of Sociology, Vol. 110 No. 5, pp. 1243–1283.