Match!

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

Published on Sep 1, 2015in Service Business
· DOI :10.1007/s11628-015-0293-y
Gil Luria20
Estimated H-index: 20
(University of Haifa),
Iddo Gal16
Estimated H-index: 16
(University of Haifa),
Dana Yagil23
Estimated H-index: 23
(University of Haifa)
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.
  • References (85)
  • Citations (4)
📖 Papers frequently viewed together
2 Citations
1 Citations
78% of Scinapse members use related papers. After signing in, all features are FREE.
References85
Newest
#1Andreas Zolnowski (IBS: International Business School, Germany)H-Index: 8
#2Martin Semmann (UHH: University of Hamburg)H-Index: 4
Last. Tilo Böhmann (UHH: University of Hamburg)H-Index: 17
view all 4 authors...
Identifying potential productivity improvements in highly co-created services is a challenge for practitioners and researchers alike. In our contribution, we focus on corporate education services that are designed and delivered in close collaboration between service providers and service customers. We demonstrate how adopting a business-model lens facilitates the search for productivity improvements in this setting. In our discussion, we use a business-model-based approach to derive ideas for pr...
9 CitationsSource
The concept of productivity is at the heart of economic theory, management science and operational management of firms and organizations. Despite the theoretical and operational importance of this concept, in recent years, its absolutism has been challenged. Services are often at the heart of this critical debate. Both conceptually and methodologically, services are indeed a major challenge to the concept of productivity. The objective of this paper is to review issues raised by services and the...
25 CitationsSource
#1William B. Beyers (UW: University of Washington)H-Index: 15
This paper utilizes data from a series of seven regional input–output models for Washington State to document labor productivity change from 1963 through 2002. The paper documents broad contours of structural change in the Washington State economy, and changes in the level of labor needed to deliver a constant level of final demand, given changes in interindustry structure and labor requirements. The paper also decomposes changes in the level of labor demand due to productivity change, technical...
1 CitationsSource
#1Walter GanzH-Index: 7
#2Inka C. MoerschelH-Index: 1
Last. Florian KichererH-Index: 2
view all 4 authors...
3 CitationsSource
#1Thomas G. Szabo (UNR: University of Nevada, Reno)H-Index: 1
#2W. Larry Williams (UNR: University of Nevada, Reno)H-Index: 11
Last. Christina A. Lydon (UNR: University of Nevada, Reno)H-Index: 2
view all 5 authors...
The current study combined a management technique termed “Service Review” with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of our intervention showed that service review and scorecards produced significant staff behavior changes that were maintained over time. Positive consumer outcomes were also correlated with staff performance cha...
7 CitationsSource
#1Greg J. Sears (Carleton University)H-Index: 9
#2Rick D. Hackett (McMaster University)H-Index: 22
While leader–member exchange (LMX) theorists have argued that role definition and affective processes play a central role in LMX development, research has yet to examine their relative influence. Likewise, few studies have investigated how the personality of leader and follower play out in these processes. Drawing on a sample of 161 managers and their respective leaders, we develop and offer empirical support for a model in which leader and subordinate agreeableness and core self-evaluations wie...
23 CitationsSource
#1W. Larry Williams (UNR: University of Nevada, Reno)H-Index: 11
#2Julianne Gallinat (UNR: University of Nevada, Reno)H-Index: 1
Many studies have been conducted evaluating the use of feedback in staff training in organizational settings. Central to this literature has been the use of a variety of forms of feedback, including videotaped feedback. A distinction is outlined between video modeling and a variety of possible video feedback procedures. Previous studies have indicated a possible positive training effect on staff skills from simply being exposed to relevant videotaped performances of those skills or as a result o...
13 CitationsSource
#1Diane Banks (UJ: University of Johannesburg)H-Index: 1
#2Gert Roodt (UJ: University of Johannesburg)H-Index: 16
Orientation: Call centres have become principal channels of communication with customers. Therefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance the efficiency and quality priorities of the business. Research purpose: This study explored the key performance indicators that drive management practices in the South African call centre industry in the...
28 CitationsSource
Purpose – The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspec...
59 CitationsSource
#1Lauren Bennett Cattaneo (GMU: George Mason University)H-Index: 16
#2Aliya R. Chapman (GMU: George Mason University)H-Index: 5
In this article, we propose a model of the process of empowerment. The notion of empowerment is compelling and much employed across many subfields inside and outside of psychology, but the lack of consistency in the ways prior literature has defined it is an obstacle to meaningful synthesis of findings and consistent application in practice. Our empowerment process model builds on prior work in taking the following steps: articulating empowerment as an iterative process, identifying core element...
193 CitationsSource
Cited By4
Newest
The purpose of this paper is to investigate whether frontline employee empowerment (FEE) is necessary in the presence of streamlined recovery processes when customers attribute responsibility for the recovery process to the service provider.,The hypotheses were tested through a survey conducted with 253 bank customers, combined with two laboratory experiments run with 354 undergraduate students to assess service recovery efforts by an online store and a clinical laboratory.,Customers who attribu...
Source
#1Chanho Song (CSUSB: California State University, San Bernardino)H-Index: 1
#2Sungha Jang (KSU: Kansas State University)H-Index: 4
Last. Edward L. Nowlin (KSU: Kansas State University)H-Index: 3
view all 4 authors...
Research demonstrates a tradeoff between service quantity and service quality that creates a tension for firms who wish to incentivize both aspects of service performance. We propose a category of speed-intensive services in which prompt responsiveness is the primary driver of service quality. In these firms, service quantity and quality should exhibit a positive interrelationship. Daily data on service quantity and quality performance were collected for 24 months, for a total of 1414 observatio...
Source
Abstract Firms operating in highly competitive markets must find ways to deliver customer value beyond offering competitive prices. Providing superior customer service in such environments becomes a strategic initiative because it can create a competitive advantage by fostering customer loyalty, which can also help ease pressure on profit margins and secure continued revenue flow. In this case study we report a case of utilizing speech analytics to improve customer service quality at a call cent...
2 CitationsSource
#1Taegoo Terry Kim (Kyung Hee University)H-Index: 16
#2Osman M. Karatepe (EMU: Eastern Mediterranean University)H-Index: 41
Last. Choong-Ki Lee (Kyung Hee University)H-Index: 36
view all 4 authors...
Our study investigated the follower perceptions of leader–member exchange (FPLMX) as a mediator between leader political skill (LPS) and follower morale and tested these relationships using data obtained from casino dealers in Korea. Social astuteness, interpersonal influence, networking ability, and apparent sincerity are the indicators of LPS, while follower morale is composed of job satisfaction and affective organizational commitment. The results from structural equation modeling suggest tha...
4 CitationsSource
#1Chen-Ya Wang (NTHU: National Tsing Hua University)H-Index: 1
#2Priyanko Guchait (UH: University of Houston)H-Index: 11
Last. Wan-Ting Weng (NTHU: National Tsing Hua University)H-Index: 1
view all 4 authors...
Labor shortages have long been an issue in the service industry. One pool of potential dedicated and skilled employees that has remained untapped is customers. This study explores the customer to frontline employee (CtFE) phenomenon: customers becoming frontline employees after consumption experience. Through one-on-one, in-depth interviews, we identify factors related to job choice and service experience influencing customers’ CtFE decisions. We also develop propositions and a conceptual framew...
1 CitationsSource