Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction

Author:

Zito Margherita,Emanuel FedericaORCID,Molino Monica,Cortese Claudio Giovanni,Ghislieri Chiara,Colombo Lara

Publisher

Public Library of Science (PLoS)

Subject

Multidisciplinary

Reference88 articles.

1. Call centre management: responsibilities and performance;G Robinson;Int J Serv Ind Manag,2006

2. The next available agent: work organisation in Indian call centres;M Thite;New Tech Work Employ,2010

3. The job demands-resources model: state of the art;AB Bakker;J Manag Psychol,2007

4. Work and wellbeing. Wellbeing: a complete reference guide;AB Bakker,2014

5. What is typical for call centre jobs? Job characteristics, and service interactions in different call centres;D Zapf;Eur J Work Organ Psy,2003

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