Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises

Ayham A.M. Jaaron and Chris J. Backhouse

The Service Industries Journal, 2010, vol. 31, issue 4, 613-628

Abstract: This paper explains the leveraging of affective commitment among call centre front-line employees through the improvement of service operations design in a manufacturing enterprise through systems thinking approach. A case study was carried out using face-to-face interviews, structured questionnaires, and observation methods to collect data at managerial and operative front-line levels. The case study finds a strong relationship between the level of affective commitment among front-line employees and the form of service operations system. The study has many implications for the manufacturing enterprises embracing a call centre to improve productivity and working experience. A higher level of affective commitment is likely to mitigate turnover and absenteeism in these service departments.

Date: 2010
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DOI: 10.1080/02642069.2010.504301

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