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01.09.2015 | Empirical article

Spending more time with the customer: service-providers’ behavioral discretion and call-center operations

verfasst von: Luria Gil, Gal Iddo, Yagil Dana

Erschienen in: Service Business | Ausgabe 3/2015

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Abstract

The purpose of the present study was to examine service providers’ behavioral discretion regarding length of service time, and the variables that affect their discretion. Our sample consisted of 225 call center employees. They responded to questionnaires concerning burnout, leader–member exchange (LMX), and perceived service climate. Operational data regarding employees’ average call duration in the subsequent 3 months served as proxy of their behavioral discretion. We found that higher service climate and LMX predicted longer call duration, while higher levels of burnout were associated with shorter call duration. Service climate mediated the relationship of LMX with call duration.

Vorheriger Artikel The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance

Nächster Artikel Organizational empowerment and service strategy in manufacturing

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Titel: Spending more time with the customer: service-providers’ behavioral discretion and call-center operations
verfasst von: Luria Gil
Gal Iddo
Yagil Dana
Publikationsdatum: 01.09.2015
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 3/2015
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0232-3

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