Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/11601
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dc.contributor.authorMahal, Prabhjot Kaur
dc.date.accessioned2013-12-05T12:29:56Z
dc.date.available2013-12-05T12:29:56Z
dc.date.copyright2013-12-12
dc.date.issued2013
dc.identifier.citation3rd Biennial Conference of the Indian Academy of Management (IAM), 2013 held at IIMA during 12-14 December, 2013en_US
dc.identifier.isbn9788192080024
dc.identifier.urihttp://hdl.handle.net/11718/11601
dc.description.abstractIn today’s competitive environment, managing the ever escalating customer expectations and need is a key to survival and growth for any company. Considering the consumer-centric nature of the service industry, particularly the call centre industry, developing, managing and retaining the job satisfaction of call center representatives (CCRs) is a key challenge for the call centre industry. However, job satisfaction in call centres has not been researched as extensively within the Indian context. Consequently, the present study is been conducted to on a sample of 267 CCRs of call centre companies in Northern India including Delhi and NCR. The study found a strong relationship between stress, job satisfaction and organizational citizenship behaviour, which is consistent with previous studies.en_US
dc.language.isoenen_US
dc.publisherIndian Institute of Management, Ahmedabaden_US
dc.subjectStressen_US
dc.subjectJob Satisfactionen_US
dc.subjectOrganizational Citizenship Behavioren_US
dc.subjectCall Centre Representatives (CCRs)en_US
dc.titleOrganizational Citizenship Behavior And Job Satisfaction Among Call Centre Representatives In Relation To Stressful Environmenten_US
dc.typeArticleen_US
Appears in Collections:3rd Biennial Conference of the Indian Academy of Management (IAM), 2013



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