| dc.contributor.author | Mahal, Prabhjot Kaur | |
| dc.date.accessioned | 2013-12-05T12:29:56Z | |
| dc.date.available | 2013-12-05T12:29:56Z | |
| dc.date.copyright | 2013-12-12 | |
| dc.date.issued | 2013 | |
| dc.identifier.citation | 3rd Biennial Conference of the Indian Academy of Management (IAM), 2013 held at IIMA during 12-14 December, 2013 | en_US |
| dc.identifier.isbn | 9788192080024 | |
| dc.identifier.uri | http://hdl.handle.net/11718/11601 | |
| dc.description.abstract | In 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.iso | en | en_US |
| dc.publisher | Indian Institute of Management, Ahmedabad | en_US |
| dc.subject | Stress | en_US |
| dc.subject | Job Satisfaction | en_US |
| dc.subject | Organizational Citizenship Behavior | en_US |
| dc.subject | Call Centre Representatives (CCRs) | en_US |
| dc.title | Organizational Citizenship Behavior And Job Satisfaction Among Call Centre Representatives In Relation To Stressful Environment | en_US |
| dc.type | Article | en_US |
