19th International Conference of RESER, Budapest, Hungary

Ayham's picture
Research Title: 
Systems Thinking for Call Centre Service Operations: Implications for Affective Commitment in Manufacturing Enterprises
Ayham A.M. Jaaron
Chris J. Backhouse
Budapest, Hungary
Thu, 2009-09-24
Systems_Thinking_For_Call_Centre_Service_Design_Affective_Commitment_Implications_In_Manufacturing_Enterprises.pdf432.27 KB
Research 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.