Spending more time with the customer: service-providers’ behavioral discretion and call-center operations

Research output: Contribution to journalArticlepeer-review

Abstract

The purpose of the present study was to examine service providers’ behavioral discretion regarding length of service time, and the variables that affect their discretion. Our sample consisted of 225 call center employees. They responded to questionnaires concerning burnout, leader–member exchange (LMX), and perceived service climate. Operational data regarding employees’ average call duration in the subsequent 3 months served as proxy of their behavioral discretion. We found that higher service climate and LMX predicted longer call duration, while higher levels of burnout were associated with shorter call duration. Service climate mediated the relationship of LMX with call duration.

Original languageEnglish
Pages (from-to)427-443
Number of pages17
JournalService Business
Volume9
Issue number3
DOIs
StatePublished - 8 Sep 2015

Bibliographical note

Publisher Copyright:
© 2014, Springer-Verlag Berlin Heidelberg.

Keywords

  • Burnout
  • Call center management
  • Call duration
  • Employee behavioral discretion
  • Leadership
  • Productivity
  • Service climate

ASJC Scopus subject areas

  • Business and International Management
  • Strategy and Management

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