Job quality in the customer contact centre: conceptual foundation and scale development

Zanna van Dun, Josée Bloemer, Jörg Henseler

Research output: Contribution to journalArticleAcademicpeer-review

6 Citations (Scopus)

Abstract

To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific dimensions that need to be taken into account in a CCC setting. With its multiple dimensions, the proposed job quality scale achieves high internal validity, reliability and generalizability in the CCC setting. Yet the increasing role of such centres for service delivery makes them and their employees critical to customers' quality perceptions, and the findings of this study offer managers clear guidelines adjusted to the CCC environment
Original languageEnglish
Pages (from-to)171-196
JournalService industries journal
Volume32
Issue number2
DOIs
Publication statusPublished - 2012
Externally publishedYes

Fingerprint

Personnel
Managers
Contact center
Customer contact
Scale development
Job quality
Employees

Keywords

  • Job quality
  • Customer contact centre
  • Scale development

Cite this

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Job quality in the customer contact centre : conceptual foundation and scale development. / van Dun, Zanna; Bloemer, Josée; Henseler, Jörg .

In: Service industries journal, Vol. 32, No. 2, 2012, p. 171-196.

Research output: Contribution to journalArticleAcademicpeer-review

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AU - Bloemer, Josée

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AB - To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific dimensions that need to be taken into account in a CCC setting. With its multiple dimensions, the proposed job quality scale achieves high internal validity, reliability and generalizability in the CCC setting. Yet the increasing role of such centres for service delivery makes them and their employees critical to customers' quality perceptions, and the findings of this study offer managers clear guidelines adjusted to the CCC environment

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