The Impact of Increased Employee Retention on Performance in a Customer Contact Center

References

• Abate J., Whitt W. Transient behavior of regulated Brownian motion, I; Starting at the origin. Adv. Appl. Probab. (1982) 19:560–598Crossref, Google Scholar
• Abelson M. A., Baysinger B. D. Optimal and dysfunctional turnover: Toward an organizational level model. Acad. Management Rev. (1984) 9:331–341Crossref, Google Scholar
• Asmussen S.Applied Probability and Queues (2003) 2nd ed.(Springer)Google Scholar
• Barlow R. E., Proschan F.Statistical Theory of Reliability and Life Testing (1975) (Holt, Rinehart and Winston, New York) Google Scholar
• Bartholomew D. J., Forbes A. F., McClean S. I.Statistical Techniques for Manpower Planning (1991) 2nd ed.(Wiley, New York) Google Scholar
• Batt R. Strategic segmentation in front line service: Matching customers, employees and human resource systems. Internat. J. Human Resource Management (2000) 11:540–561Crossref, Google Scholar
• Batt R. Managing customer services: Human resource practices, quit rates and sales growth. Acad. Management J. (2002) 45:587–599Crossref, Google Scholar
• Bliss W. G. Cost of employee turnover. The Advisor (2004) . http://www.isquare.com/turnover.cfmGoogle Scholar
• Brown L., Gans N., Mandelbaum A., Sakov A., Zeltyn S., Zhao L., Haipeng S. Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. (JASA) (2005) 100:36–50Crossref, Google Scholar
• Bryant D. T., Niehaus R. J.Manpower Planning and Organizational Design (1978) (Plenum Press, New York) Crossref, Google Scholar
• Cleveland B., Hash S.Call Center Agent Motivation and Compensation (2004) (Call Center Press, ICMI, Annapolis, MD) Google Scholar
• Coffman E. G., Flatto L., Whitt W. Stochastic limit laws for schedule makespans. Stochastic Models (1996) 12:215–243Crossref, Google Scholar
• Cordes C. L., Dougherty T. W. A review and integration of research on job burnout. Acad. Management Rev. (1993) 18:621–656Crossref, Google Scholar
• Cotton J. L., Tuttle J. M. Employee turnover: A meta-analysis and review with implications for research. Acad. Management Rev. (1986) 11:55–70Crossref, Google Scholar
• Feldmann A., Whitt W. Fitting mixtures of exponentials to long-tail distributions to analyze network performance models. Performance Evaluation (1998) 31:245–279Crossref, Google Scholar
• Gans N., Zhou Y.-P. Managing learning and turnover in employee staffing. Oper. Res. (2002) 50:991–1006Link, Google Scholar
• Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review and research prospects. Manufacturing Service Oper. Management (2003) 5:79–141Link, Google Scholar
• Glebbeek A. C., Bax E. H. Is high employee turnover really harmful? An empirical test using company records. Acad. Management J. (2004) 47:277–286Crossref, Google Scholar
• Grinold R. C., Marshall K. T.Manpower Planning Models (1977) (Elsevier North-Holland, Amsterdam, The Netherlands) Google Scholar
• Holman D. Employee well-being in call centres. Human Res. Management J. (2002) 12:35–50Crossref, Google Scholar
• Holman D., Holman D. J., Wall T. D., Clegg C. W., Sparrow P., Howard A. Call centres, Chap. 7. The New Workplace: A Guide to the Human Impact of Modern Work Practices (2003) (Wiley, New York) Google Scholar
• Lawless J. F.Statistical Models and Methods for Lifetime Data (2002) 2nd ed.(Wiley, New York) Crossref, Google Scholar
• Mandelbaum A., Shimkin N. A model for rational abandonments from invisible queues. Queueing Systems (2000) 36:141–173Crossref, Google Scholar
• Mitchell T. R., Holtom B. C., Lee T. W., Sablynski C. J., Erez M. Why people stay: Using job embeddedness to predict voluntary turnover. Acad. Management Rev. (2001) 44:1102–1121Crossref, Google Scholar
• Müller A., Stoyan D.Comparison Methods for Stochastic Models and Risks (2002) (Wiley, New York) Google Scholar
• Quiñones M. A., Ford J. K., Teachout M. S. The relationship between work experience and job performance: A conceptual and meta-analytic review. Personnel Psych. (1995) 48:887–910Crossref, Google Scholar
• Ross S. M.Stochastic Processes (1996) 2nd ed.(Wiley, New York) Google Scholar
• Ross S. M.Introduction to Probability Models (2003) 8th ed.(Academic Press, New York) Google Scholar
• Ruyter K., Wetzels M., Feinberg R. Role stress in call centers: Its effects on employee performance and satisfaction. J. Interactive Marketing (2001) 15:23–35Crossref, Google Scholar
• Singh J., Goolsby J. R., Rhoads G. K. Behavioral and psychological consequences of boundary spanning burnout of customer service representatives. J. Marketing Res. (1994) 31:558–569Crossref, Google Scholar
• Sisselman M. E., Whitt W. Value-based routing and preference-based routing in customer contact centers. (2004) . SeatLink, Inc. and Columbia University. http://www.columbia.edu/∼ww2040/recent.htmlGoogle Scholar
• Tableman M., Kim J. S.Survival Analysis Using S (2004) (Chapman and Hall, CRC Press, Boca Raton, FL) Google Scholar
• Whitt W. Approximating a point process by a renewal process, I: Two basic methods. Oper. Res. (1982) 30:125–147Link, Google Scholar
• Whitt W. The renewal-process stationary-excess operator. J. Appl. Probab. (1985) 22:156–167Crossref, Google Scholar
• Whitt W.Stochastic-Process Limits (2002) (Springer, New York) Crossref, Google Scholar
• Witt L. A., Andrews M. C., Carlson D. S. When conscientiousness isn’t enough: Emotional exhaustion and performance among call center customer service representatives. J. Management (2004) 30:149–160Crossref, Google Scholar
• Wolff R. W.Stochastic Modeling and the Theory of Queues (1989) (Prentice-Hall, Englewood Cliffs, NJ) Google Scholar
• Zohar E., Mandelbaum A., Shimkin N. Adaptive behavior of impatient customers in tele-queues: Theory and empirical support. Management Sci. (2002) 48:566–583Link, Google Scholar