Is the quantity-quality trade-off in call centres a false dichotomy?

Research output: Contribution to journalArticle

6 Citations (Scopus)
2 Downloads (Pure)

Abstract

The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off.
Original languageEnglish
Pages (from-to)230-251
Number of pages22
JournalJournal of Service Theory and Practice
Volume24
Issue number3
DOIs
Publication statusPublished - 2014

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Call centres
Dichotomy
Trade-offs
Qualitative analysis
Conceptualization

Cite this

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title = "Is the quantity-quality trade-off in call centres a false dichotomy?",
abstract = "The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off.",
keywords = "Service quality, Efficiency, Call centres, Quantity and quality, Trade-off",
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year = "2014",
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language = "English",
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}

Is the quantity-quality trade-off in call centres a false dichotomy? / ELLWAY, Ben.

In: Journal of Service Theory and Practice, Vol. 24, No. 3, 2014, p. 230-251.

Research output: Contribution to journalArticle

TY - JOUR

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AU - ELLWAY, Ben

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AB - The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off.

KW - Service quality

KW - Efficiency

KW - Call centres

KW - Quantity and quality

KW - Trade-off

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EP - 251

JO - Journal of Service Theory and Practice

JF - Journal of Service Theory and Practice

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