Matches in SemOpenAlex for { <https://semopenalex.org/work/W2024131771> ?p ?o ?g. }
Showing items 1 to 94 of
94
with 100 items per page.
- W2024131771 endingPage "76" @default.
- W2024131771 startingPage "62" @default.
- W2024131771 abstract "ABSTRACT While there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation. Using data collected through a mail questionnaire survey of telephone call centres operating in a range of industries in Australia, the paper explores the effect of compensation practices on employee performance, absenteeism and turnover. Following a review of the literature on call centre management and the literature on compensation strategies, the findings are presented. Key findings include: a) a significant negative correlation between annual salary and the number of calls handled by full-time customer service representatives (CSRs); b) a significant positive correlation between casual CSRs' pay rates and turnover; c) a significant negative correlation between full-time CSRs' pay and absenteeism; d) a highly significant difference between the compensation strategies currently practiced in Australian call centres and the strategies call centre managers think should be practiced and e) Australian call centre managers report their compensation strategies are not very effective in increasing performance or employee satisfaction." @default.
- W2024131771 created "2016-06-24" @default.
- W2024131771 creator A5005561715 @default.
- W2024131771 creator A5073283189 @default.
- W2024131771 creator A5089857304 @default.
- W2024131771 date "2003-01-01" @default.
- W2024131771 modified "2023-09-24" @default.
- W2024131771 title "Calling on Compensation in Australian Call Centres" @default.
- W2024131771 cites W1970863277 @default.
- W2024131771 cites W2041530590 @default.
- W2024131771 cites W2073528977 @default.
- W2024131771 cites W2079072704 @default.
- W2024131771 cites W2085681958 @default.
- W2024131771 cites W2132870026 @default.
- W2024131771 cites W2153319876 @default.
- W2024131771 cites W2163573403 @default.
- W2024131771 cites W2170454073 @default.
- W2024131771 doi "https://doi.org/10.1017/s1833367200004715" @default.
- W2024131771 hasPublicationYear "2003" @default.
- W2024131771 type Work @default.
- W2024131771 sameAs 2024131771 @default.
- W2024131771 citedByCount "3" @default.
- W2024131771 countsByYear W20241317712014 @default.
- W2024131771 countsByYear W20241317712019 @default.
- W2024131771 countsByYear W20241317712020 @default.
- W2024131771 crossrefType "journal-article" @default.
- W2024131771 hasAuthorship W2024131771A5005561715 @default.
- W2024131771 hasAuthorship W2024131771A5073283189 @default.
- W2024131771 hasAuthorship W2024131771A5089857304 @default.
- W2024131771 hasConcept C144133560 @default.
- W2024131771 hasConcept C15744967 @default.
- W2024131771 hasConcept C162324750 @default.
- W2024131771 hasConcept C162853370 @default.
- W2024131771 hasConcept C175444787 @default.
- W2024131771 hasConcept C17744445 @default.
- W2024131771 hasConcept C187736073 @default.
- W2024131771 hasConcept C199539241 @default.
- W2024131771 hasConcept C21547014 @default.
- W2024131771 hasConcept C26077564 @default.
- W2024131771 hasConcept C27400517 @default.
- W2024131771 hasConcept C2779808267 @default.
- W2024131771 hasConcept C2780023022 @default.
- W2024131771 hasConcept C2780090960 @default.
- W2024131771 hasConcept C2780378061 @default.
- W2024131771 hasConcept C2781426162 @default.
- W2024131771 hasConcept C29122968 @default.
- W2024131771 hasConcept C34447519 @default.
- W2024131771 hasConcept C39549134 @default.
- W2024131771 hasConcept C41008148 @default.
- W2024131771 hasConcept C76155785 @default.
- W2024131771 hasConcept C77805123 @default.
- W2024131771 hasConceptScore W2024131771C144133560 @default.
- W2024131771 hasConceptScore W2024131771C15744967 @default.
- W2024131771 hasConceptScore W2024131771C162324750 @default.
- W2024131771 hasConceptScore W2024131771C162853370 @default.
- W2024131771 hasConceptScore W2024131771C175444787 @default.
- W2024131771 hasConceptScore W2024131771C17744445 @default.
- W2024131771 hasConceptScore W2024131771C187736073 @default.
- W2024131771 hasConceptScore W2024131771C199539241 @default.
- W2024131771 hasConceptScore W2024131771C21547014 @default.
- W2024131771 hasConceptScore W2024131771C26077564 @default.
- W2024131771 hasConceptScore W2024131771C27400517 @default.
- W2024131771 hasConceptScore W2024131771C2779808267 @default.
- W2024131771 hasConceptScore W2024131771C2780023022 @default.
- W2024131771 hasConceptScore W2024131771C2780090960 @default.
- W2024131771 hasConceptScore W2024131771C2780378061 @default.
- W2024131771 hasConceptScore W2024131771C2781426162 @default.
- W2024131771 hasConceptScore W2024131771C29122968 @default.
- W2024131771 hasConceptScore W2024131771C34447519 @default.
- W2024131771 hasConceptScore W2024131771C39549134 @default.
- W2024131771 hasConceptScore W2024131771C41008148 @default.
- W2024131771 hasConceptScore W2024131771C76155785 @default.
- W2024131771 hasConceptScore W2024131771C77805123 @default.
- W2024131771 hasIssue "3" @default.
- W2024131771 hasLocation W20241317711 @default.
- W2024131771 hasOpenAccess W2024131771 @default.
- W2024131771 hasPrimaryLocation W20241317711 @default.
- W2024131771 hasRelatedWork W2011451946 @default.
- W2024131771 hasRelatedWork W2017874525 @default.
- W2024131771 hasRelatedWork W2019779569 @default.
- W2024131771 hasRelatedWork W2024131771 @default.
- W2024131771 hasRelatedWork W2349446774 @default.
- W2024131771 hasRelatedWork W2384456763 @default.
- W2024131771 hasRelatedWork W2389660825 @default.
- W2024131771 hasRelatedWork W2589212018 @default.
- W2024131771 hasRelatedWork W2965924162 @default.
- W2024131771 hasRelatedWork W4244212233 @default.
- W2024131771 hasVolume "9" @default.
- W2024131771 isParatext "false" @default.
- W2024131771 isRetracted "false" @default.
- W2024131771 magId "2024131771" @default.
- W2024131771 workType "article" @default.