Systems Thinking For Call Centre Service Design: Affective Commitment Implications In Manufacturing Enterprises

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Journal Title, Volume, Page: 
The Service Industries Journal Volume 31, Issue 4, pages 613-628, 2011
Year of Publication: 
Ayham A.M. Jaarona
Loughborough University, The Wolfson School of Mechanical and Manufacturing Engineering, Loughborough, Leicestershire, LE11 3TU, United Kingdom
Current Affiliation: 
Industrial Engineering Department, An-Najah National University, Nablus, Palestine
Chris J. Backhouse
Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK
Preferred Abstract (Original): 
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.
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