This article reviews the service management and marketing literature on managing people
with a particular emphasis on managerial relevance. This review explores the market and …

Background The study objective was to investigate and synthesize available evidence
relating to the psychological health of Emergency Dispatch Centre (EDC) operatives, and to …

Abstract Based on the Job Demands Resources model (Bakker & Demerouti, 2007), we
empirically investigate how technology-based job autonomy, technology-based job …

This study attempts to investigate the dimensions of an ISP's service quality, and their effects
on customer loyalty in high-tech services. Data was obtained from 1231 internet users. The …

The aim of this study is to explore the human or employee-related factors that shape
customer satisfaction in the context of call centres. The literature review draws from a range …

This research was designed to test and extend the model of emotional dissonance. Previous
models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress …

Background: Emotional labor, defined as the process of regulating feelings and expressions
as part of the work role, is a major characteristic in call centers. In particular, interacting with …

In recent years, the demand for remote services has increased with concerns regarding the
spread of infectious diseases and employees' quality of life. Many attempts have been made …

Purpose Internet monitoring in organizations can be used to monitor risks associated with
Internet usage and information systems in organizations, such as employees' cyberloafing …

Purpose–The purpose of this paper is to exemplify how the bioecological model (BM) may
be used as a systems approach framework to address workplace well-being in a holistic …