Proenca, Teresa; Rodrigues, Helena - In: Management Research: Journal of the Iberoamerican … 19 (2021) 2, pp. 143-161
Purpose: Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through...