Dorina Nicoara

Dorina Nicoara
EAE Business School

PhD
EAE Business School

About

15
Publications
11,257
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53
Citations
Introduction
Dorina Chicu holds a PhD in Business Administration and PhD assistant lecturer certification from ANECA. She works at the Ostelea, School of Tourism and Hospitality and does research in International Education, Higher Education and Business Administration.
Additional affiliations
February 2019 - present
EAE Business School
Position
  • Lecturer
April 2016 - present
Ostelea School of Tourism and Hospitality
Position
  • Lecturer
September 2014 - present
Universitat Oberta de Catalunya
Position
  • Professor (Associate)
Description
  • On-line class related to subjects such as: Strategic Marketing Communication; Sales Techniques
Education
November 2011 - November 2015
Universitat Rovira i Virgili
Field of study
  • Business Administration

Publications

Publications (15)
Article
Full-text available
The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study explores the different variables identified to obtain a nu...
Article
Abstract Purpose – The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so by considering whether the main relationships it proposes apply in the context of call centre services, characterised by remote services and cost cutti...
Article
Full-text available
Call centres have become a central element in companies’ operations, as it is the main place of communication between the companies and their customers. Given the importance of voice-to-voice encounters, the aim of this study is to explore the concept of customer satisfaction in the remote service. This paper examines the different aspects related...
Thesis
Full-text available
Full text here: http://www.tdx.cat/handle/10803/396290 This thesis is an interface between HR and Marketing discipline, by examining the Service-Profit Chain (SPC) model in the context of call centre, characterized by remote service and cost cutting business models. Data was gathered from the Global Call Centre Project. We carried out two studies....
Conference Paper
This paper calls for a reexamination of the conventional wisdom that making consumers wait for service is always bad for business. This is important because after three decades of research on waiting in services marketing, consumers still spend a considerable amount of time in an increasing range of contexts, waiting for services. This paper forwar...

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