| Description |
1 online resource : illustrations (black and white, and colour) |
| Series |
SAGE knowledge. Cases |
|
SAGE knowledge. Cases
|
| Summary |
The case is inspired by a book by an anonymous British author, Phone Monkey: The Secret Diary of a Frustrated Call Centre Worker. The company for which the author and his fellow "Phone Monkeys" worked provided poor incentives and had subsequently garnered a bad work environment with less than desirable customer relations. By comparison, this case study also presents an account of the working environment at the call center for the United Services Automobile Association and asks students to assess the effect that different styles of leadership had on the working environment at each company |
| Notes |
Originally Published in: Humphrey, R.H. (2013). Phone Monkey or Agent With a Mission? In Effective leadership: Theory, cases and applications (page 408-409). Los Angeles: SAGE Publications, Inc. ISBN: 9781412963558 |
|
Online resource; title from home page (viewed on April 28, 2016) |
| Subject |
Call centers -- Management -- Case studies
|
|
Corporate culture -- Case studies
|
|
Leadership -- Case studies
|
|
Call centers -- Management.
|
|
Corporate culture.
|
|
Leadership.
|
| Genre/Form |
Case studies.
|
| Form |
Electronic book
|
| ISBN |
9781506324623 |
|
1506324622 |
|
