Customer Representatives’ Competence of Call Center Employees: An Exploratory Study
| dc.contributor.author | MURAT NAZLI | |
| dc.contributor.author | Nazlı, Murat | |
| dc.date.accessioned | 2025-10-22T16:05:41Z | |
| dc.date.issued | 2020 | |
| dc.description.abstract | The fundamental purpose of this exploratory study is to understand and analyze the leadership styles ofcustomer representatives in call centers of online travel agencies (OTAs) through content analysis. Thesample consists of 895 customer responses about the services of these online agencies. The theoreticalbackground of the study focuses on the servant leadership styles of customer representatives to see howthey can handle tough situations with the customers and how the customers respond to the level ofservices. The findings reveal valuable hints and important perspectives of customers for the leadershipstyles of customer representatives. The emphasized points are the reservation problems lack of problemsolving delivery of wrong information to the customers focus on sales rather than customer satisfaction low level of institutionalism perspective of customer representatives and lack of interest after the sales.The study enlightens the leadership styles of customer representatives in call centers of online agenciesfor the use of researchers and practitioners. | |
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| dc.identifier.doi | 10.31822/jomat.671224 | |
| dc.identifier.issn | 2645-9078 | |
| dc.identifier.uri | https://gcris.yasar.edu.tr/handle/123456789/10724 | |
| dc.identifier.uri | https://search.trdizin.gov.tr/en/yayin/detay/430355 | |
| dc.language.iso | İngilizce | |
| dc.relation.ispartof | Journal of Multidisciplinary Academic Tourism | |
| dc.rights | info:eu-repo/semantics/openAccess | |
| dc.source | Journal of multidisciplinary academic tourism | |
| dc.subject | İşletme-Sosyoloji | |
| dc.subject | İşletme | |
| dc.subject | Sosyoloji | |
| dc.title | Customer Representatives’ Competence of Call Center Employees: An Exploratory Study | |
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| gdc.description.departmenttemp | [Nazlı, Murat] Yaşar Üniversitesi, Turizm Rehberliği Bölümü, İstanbul, Türkiye | |
| gdc.description.endpage | 16 | |
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| gdc.description.publicationcategory | Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı | |
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| gdc.oaire.keywords | Turizm (Diğer) | |
| gdc.oaire.keywords | Customer representatives;leadership style;customer relations;servant leadership | |
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