Job quality in the customer contact centre: conceptual foundation and scale development |
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Authors: | Zanna van Dun Josée Bloemer Jörg Henseler |
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Affiliation: | 1. Institute for Management Research , Radboud University , P.O. Box 9108, 6500 HK, Nijmegen, The Netherlands zanna@zanna.nl;3. Institute for Management Research , Radboud University , P.O. Box 9108, 6500 HK, Nijmegen, The Netherlands |
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Abstract: | To develop a comprehensive framework of dimensions of job quality in a customer contact centre (CCC), this study adopts the employee's perspective and proposes 12 dimensions. Previous studies suggest conceptualizations of the dimensions of job quality, but have failed to address the specific dimensions that need to be taken into account in a CCC setting. With its multiple dimensions, the proposed job quality scale achieves high internal validity, reliability and generalizability in the CCC setting. Yet the increasing role of such centres for service delivery makes them and their employees critical to customers' quality perceptions, and the findings of this study offer managers clear guidelines adjusted to the CCC environment. |
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Keywords: | job quality customer contact centre scale development |
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