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• W1973175133 abstract "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. Keywords: affective commitmentsystems thinkingservice deliverycall centre" @default.
• W1973175133 created "2016-06-24" @default.
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• W1973175133 date "2011-03-01" @default.
• W1973175133 modified "2023-10-06" @default.
• W1973175133 title "Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises" @default.
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• W1973175133 doi "https://doi.org/10.1080/02642069.2010.504301" @default.
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