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Keywords Call centres, Employees, New Zealand, Service levels, Stress
Persistent URL
Journal Journal of Services Marketing
Ashill, N.J. (Nicholas J.), Rod, M, Thirkell, P. (Peter), & Carruthers, J. (Janet). (2009). Job resourcefulness, symptoms of burnout and service recovery performance: An examination of call centre frontline employees. Journal of Services Marketing, 23(5), 338–350. doi:10.1108/08876040910973440