{"id":"https://openalex.org/W1589040974","doi":null,"title":"Performance measurement and job satisfaction in call centres","display_name":"Performance measurement and job satisfaction in call centres","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W1589040974","mag":"1589040974"},"language":"en","primary_location":{"id":"pmh:oai:esource.dbs.ie:10788/1675","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10788/1675","pdf_url":"http://hdl.handle.net/10788/1675","source":{"id":"https://openalex.org/S4306402655","display_name":"eSource (Dublin Business School)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I3289505","host_organization_name":"Dublin Business School","host_organization_lineage":["https://openalex.org/I3289505"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"volume":null,"type":"dissertation","indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10788/1675","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5021552643","display_name":"Agnieszka Kisiel","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Agnieszka Kisiel","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5021552643"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.4259999990463257,"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"}},"topics":[{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.4259999990463257,"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"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.21559999883174896,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.1559000015258789,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/performance-measurement","display_name":"performance measurement","score":0.9909999966621399},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.9860000014305115},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.9990000128746033},{"id":"https://openalex.org/keywords/employee-perceptions","display_name":"employee perceptions","score":0.8659999966621399},{"id":"https://openalex.org/keywords/managerial-perceptions","display_name":"managers' perceptions","score":0.859000027179718},{"id":"https://openalex.org/keywords/employee-motivation","display_name":"employee motivation","score":0.41600000858306885},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.46700000762939453}],"concepts":[{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.6810391545295715},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.6317902207374573},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.39319705963134766},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.35278451442718506},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.33924615383148193},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.33494728803634644},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.281794011592865},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.20126843452453613},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.19553902745246887},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.15359824895858765}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:esource.dbs.ie:10788/1675","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10788/1675","pdf_url":"http://hdl.handle.net/10788/1675","source":{"id":"https://openalex.org/S4306402655","display_name":"eSource (Dublin Business School)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I3289505","host_organization_name":"Dublin Business School","host_organization_lineage":["https://openalex.org/I3289505"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},{"id":"mag:1589040974","doi":null,"is_oa":false,"landing_page_url":"https://esource.dbs.ie/bitstream/handle/10788/1675/mba_kisiel_a_2013.pdf?sequence=1","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:esource.dbs.ie:10788/1675","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10788/1675","pdf_url":"http://hdl.handle.net/10788/1675","source":{"id":"https://openalex.org/S4306402655","display_name":"eSource (Dublin Business School)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I3289505","host_organization_name":"Dublin Business School","host_organization_lineage":["https://openalex.org/I3289505"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.833299994468689,"id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[{"display_name":"Decent work and economic growth","score":0.6299999952316284,"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":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1589040974.pdf","grobid_xml":"https://content.openalex.org/works/W1589040974.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W122183931","https://openalex.org/W578515832","https://openalex.org/W1505999675","https://openalex.org/W1968736324","https://openalex.org/W1972968145","https://openalex.org/W1981969719","https://openalex.org/W1982642718","https://openalex.org/W1987776546","https://openalex.org/W1988108330","https://openalex.org/W2007348261","https://openalex.org/W2010254810","https://openalex.org/W2012647175","https://openalex.org/W2016630987","https://openalex.org/W2027278760","https://openalex.org/W2027468332","https://openalex.org/W2032208756","https://openalex.org/W2037789004","https://openalex.org/W2039644709","https://openalex.org/W2049613095","https://openalex.org/W2065608669","https://openalex.org/W2066098697","https://openalex.org/W2074144662","https://openalex.org/W2074164513","https://openalex.org/W2074696347","https://openalex.org/W2085333428","https://openalex.org/W2111243300","https://openalex.org/W2125106836","https://openalex.org/W2137280005","https://openalex.org/W2153319876","https://openalex.org/W2165351215","https://openalex.org/W2464569743","https://openalex.org/W2771352938","https://openalex.org/W2803331463"],"related_works":["https://openalex.org/W2600289928","https://openalex.org/W2900286472","https://openalex.org/W4400252631","https://openalex.org/W2084068023","https://openalex.org/W2118521313","https://openalex.org/W2130892756","https://openalex.org/W3093054795","https://openalex.org/W2781486090","https://openalex.org/W4245423207","https://openalex.org/W2248087596"],"abstract_inverted_index":{"Objectives:":[0],"The":[1,21,64,95,110,208,244],"purpose":[2],"of":[3,11,48,53,85,104,131,175,199,210],"this":[4,68,211],"paper":[5,101,212],"is":[6,43,137,227],"to":[7,24,44,167,186,192,215],"examine":[8],"the":[9,41,46,51,56,60,86,129,156,159,163,173,197,206,222,249],"influence":[10],"performance":[12,57,90,114],"measurement":[13,58,91,115],"in":[14,32,59,67,117,221,229],"call":[15,61,93,107,153,182,223],"centres":[16,154,183,232],"on":[17,37,55,82,89,100,124,152,205],"employees\u2019":[18,125],"job":[19,38,126],"satisfaction.":[20,39,127],"objectives":[22],"are":[23,31],"identify":[25],"those":[26,132],"measurements,":[27],"and":[28,92,134,142,158,178,202,237,242],"if":[29,116],"they":[30],"excess,":[33],"establish":[34],"their":[35,135,200,203,231],"impact":[36,123,136,204],"Furthermore,":[40],"objective":[42],"compare":[45],"view":[47,52],"employees":[49,141,241],"with":[50,169],"managers":[54,194],"centre.":[62],"\\nApproach:":[63],"approach":[65],"implemented":[66],"study":[69],"was":[70,75],"a":[71,121,218],"quantitative":[72],"research.":[73],"This":[74],"conducted":[76],"via":[77],"self":[78],"designed":[79],"questionnaire,":[80],"based":[81],"critical":[83],"analysis":[84],"literature":[87],"available":[88],"centres.":[94,108],"questionnaire":[96],"has":[97,161],"been":[98,148],"distributed":[99],"across":[102],"one":[103],"Ireland\u2019s":[105],"major":[106],"\\nResults:":[109],"findings":[111,209],"suggest":[112],"that":[113],"excess":[118],"does":[119],"have":[120,147,185],"negative":[122],"However,":[128],"perception":[130],"measures":[133],"perceived":[138],"oppositely":[139],"by":[140],"management.":[143],"\\nValue:":[144],"Although":[145],"there":[146],"many":[149],"works":[150],"presented":[151],"over":[155],"years":[157],"sector":[160],"matured,":[162],"business":[164],"still":[165],"seems":[166],"struggle":[168],"similar":[170],"problems.":[171],"In":[172,190],"wake":[174],"social":[176],"media":[177],"other":[179],"communication":[180],"channels,":[181],"might":[184],"go":[187],"through":[188],"changes.":[189],"order":[191],"progress":[193],"must":[195],"understand":[196],"value":[198],"employee":[201,216],"customer.":[207],"may":[213,246],"contribute":[214,248],"or":[217],"manager":[219],"working":[220],"centre":[224],"environment":[225],"who":[226],"interested":[228],"transforming":[230],"into":[233],"customer":[234],"contact":[235],"centres,":[236],"improving":[238],"circumstances":[239],"for":[240],"customers.":[243],"research":[245],"also":[247],"already":[250],"existing":[251],"literature.":[252]},"counts_by_year":[{"year":2021,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
