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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.
April 2016 - present
Ostelea School of Tourism and Hospitality
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...
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...
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...
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....
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...