Enablers and barriers to innovation activities in call centres
Smith, Marisa K. and Ball, Peter D. and van der Meer, Robert (2009) Enablers and barriers to innovation activities in call centres. In: 16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden., 2009-06-14 - 2009-06-17.
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Abstract
Call centres have an operating model that aim to reduce costs - this has led to both customers and employees having issues with the current model. This has led to the view that contact centres are not entities in which innovation would occur. This paper identifies the barriers and enablers to innovation activities within call centres and discusses the implications of these to the wider service context.
Creators(s): |
Smith, Marisa K. ![]() | Item type: | Conference or Workshop Item(Paper) |
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ID code: | 42962 |
Keywords: | call centres, innovation management, innovation activities, operations, Management. Industrial Management, Management Science and Operations Research |
Subjects: | Social Sciences > Industries. Land use. Labor > Management. Industrial Management |
Department: | Strathclyde Business School > Strategy and Organisation Faculty of Engineering > Design, Manufacture and Engineering Management Strathclyde Business School > Management Science |
Depositing user: | Pure Administrator |
Date deposited: | 21 Feb 2013 15:06 |
Last modified: | 12 Jan 2021 02:43 |
URI: | https://strathprints.strath.ac.uk/id/eprint/42962 |
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