{"id":"https://openalex.org/W1529601696","doi":"https://doi.org/10.1108/09564230210445069","title":"The job satisfaction and performance of contingent and regular customer service representatives","display_name":"The job satisfaction and performance of contingent and regular customer service representatives","publication_year":2002,"publication_date":"2002-09-12","ids":{"openalex":"https://openalex.org/W1529601696","doi":"https://doi.org/10.1108/09564230210445069","mag":"1529601696"},"language":"en","primary_location":{"id":"doi:10.1108/09564230210445069","doi":"https://doi.org/10.1108/09564230210445069","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564230210445069","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5050092283","display_name":"Dan Moshavi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I23732399","display_name":"Montana State University","ror":"https://ror.org/02w0trx84","country_code":"US","type":"education","lineage":["https://openalex.org/I23732399","https://openalex.org/I4210126032"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dan Moshavi","raw_affiliation_strings":["(College of Business, Montana State University, Bozeman, Montana, USA)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"(College of Business, Montana State University, Bozeman, Montana, USA)","institution_ids":["https://openalex.org/I23732399"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038263010","display_name":"James R. Terborg","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I181233156","display_name":"University of Oregon","ror":"https://ror.org/0293rh119","country_code":"US","type":"education","lineage":["https://openalex.org/I181233156"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"James R. Terborg","raw_affiliation_strings":["Department of Management, Charles H. Lundquist College of Business, University of Oregon, Eugene, Oregon, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Charles H. Lundquist College of Business, University of Oregon, Eugene, Oregon, USA","institution_ids":["https://openalex.org/I181233156"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.4723,"has_fulltext":false,"cited_by_count":45,"citation_normalized_percentile":{"value":0.86793152,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"13","issue":"4","first_page":"333","last_page":"347"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9297000169754028,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9297000169754028,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.02410000003874302,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.01590000092983246,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-service-representatives","display_name":"customer service employees","score":0.8510000109672546},{"id":"https://openalex.org/keywords/contingent-workers","display_name":"contingent workers","score":0.781000018119812},{"id":"https://openalex.org/keywords/temporary-employment","display_name":"temporary employment","score":0.7680000066757202},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.8119999766349792},{"id":"https://openalex.org/keywords/job-performance","display_name":"employee performance","score":0.843999981880188},{"id":"https://openalex.org/keywords/human-capital","display_name":"human capital","score":0.9869999885559082},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.847000002861023},{"id":"https://openalex.org/keywords/employment-status","display_name":"employment status","score":0.7720000147819519},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.4180000126361847}],"concepts":[{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.7696772217750549},{"id":"https://openalex.org/C2776943663","wikidata":"https://www.wikidata.org/wiki/Q165687","display_name":"Human capital","level":2,"score":0.6523497700691223},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6302723288536072},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5964025855064392},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5267205238342285},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.49755242466926575},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.469717413187027},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.45642468333244324},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3034048080444336},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.21778184175491333},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.19325041770935059},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09564230210445069","doi":"https://doi.org/10.1108/09564230210445069","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564230210445069","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.9211000204086304,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[{"score":0.6899999976158142,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W254836325","https://openalex.org/W303665854","https://openalex.org/W593754059","https://openalex.org/W1574378514","https://openalex.org/W1960332648","https://openalex.org/W1969341588","https://openalex.org/W1971440513","https://openalex.org/W1974290661","https://openalex.org/W1978466266","https://openalex.org/W2008889084","https://openalex.org/W2014769637","https://openalex.org/W2020517693","https://openalex.org/W2022051120","https://openalex.org/W2023419456","https://openalex.org/W2032698586","https://openalex.org/W2044251475","https://openalex.org/W2048923737","https://openalex.org/W2051211712","https://openalex.org/W2053316845","https://openalex.org/W2055965832","https://openalex.org/W2061317456","https://openalex.org/W2064444255","https://openalex.org/W2080467373","https://openalex.org/W2091843200","https://openalex.org/W2098731889","https://openalex.org/W2117154879","https://openalex.org/W2125806375","https://openalex.org/W2137465216","https://openalex.org/W2137544178","https://openalex.org/W2140331854","https://openalex.org/W2144071329","https://openalex.org/W2150419495","https://openalex.org/W2153319876","https://openalex.org/W2159401492","https://openalex.org/W2163573403","https://openalex.org/W2170094403","https://openalex.org/W2322113640","https://openalex.org/W3044348100","https://openalex.org/W4246456595","https://openalex.org/W4248069803","https://openalex.org/W6610818437"],"related_works":["https://openalex.org/W2285657615","https://openalex.org/W2128851904","https://openalex.org/W1571620207","https://openalex.org/W2234047753","https://openalex.org/W2397718738","https://openalex.org/W7001251141","https://openalex.org/W2121984112","https://openalex.org/W3177195540","https://openalex.org/W3113021235","https://openalex.org/W2776823742"],"abstract_inverted_index":{"Although":[0],"research":[1,100],"on":[2],"customer":[3],"service":[4],"representatives":[5],"(CSRs)":[6],"in":[7,12,28,40],"call":[8],"centers":[9],"has":[10,17],"increased":[11],"recent":[13],"years,":[14],"little":[15],"attention":[16],"been":[18],"paid":[19],"to":[20,86],"the":[21,34,42,77],"growing":[22],"use":[23],"of":[24,47],"contingent":[25,48,56,94],"(temporary)":[26],"CSRs":[27,57],"this":[29],"setting.":[30],"This":[31],"study":[32],"investigated":[33],"role":[35],"that":[36,73],"human":[37,60,74],"capital":[38,61,75],"plays":[39],"explaining":[41],"job":[43,64,83],"satisfaction":[44,65],"and":[45,49,82,95,101],"performance":[46,89],"regular":[50,67,96],"CSRs.":[51,97],"Consistent":[52],"with":[53],"our":[54],"expectations,":[55,87],"had":[58],"less":[59],"but":[62],"higher":[63],"than":[66],"workers.":[68],"In":[69],"addition,":[70],"we":[71],"found":[72,92],"mediated":[76],"relationship":[78],"between":[79,93],"work":[80],"status":[81],"satisfaction.":[84],"Contrary":[85],"no":[88],"differences":[90],"were":[91],"Implications":[98],"for":[99],"practice":[102],"are":[103],"discussed.":[104]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":6},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}