Personality traits, surface traits, organisational culture and performance outcomes of the call centre agents in the Klang Valley / Mohmad Najid Ramli
The main thrust of this present study is to identify the antecedents and underlying dimensions of performance outcomes of the call-centre agents in the Klang Valley. The data for the provision of the empirical evidence was drawn from the call centres of five participating banks namely, Maybank, CIMB...
| Main Author: | |
|---|---|
| Format: | Book Section |
| Language: | English |
| Published: |
Institute of Graduate Studies, UiTM
2017
|
| Subjects: | |
| Online Access: | http://ir.uitm.edu.my/id/eprint/19894/ http://ir.uitm.edu.my/id/eprint/19894/2/ABS_MOHMAD%20NAJID%20RAMLI%20TDRA%20VOL%2012%20IGS%2017.pdf |