@article{eac1a3b4db414a479555b5044c8ee5c8,
title = "Call center employee personality factors and service performance",
keywords = "Absenteeism, Call centres, Emotional dissonance, Employee turnover, Performance measurement (quality), Personality",
author = "Sawyerr, {Olukemi O.} and Shanthi Srinivas and Sijun Wang",
year = "2009",
month = jul,
day = "31",
doi = "10.1108/08876040910973413",
language = "English",
volume = "23",
pages = "301--317",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald",
number = "5",
}