Call Centers Performance An Application of Structuration Theory

  • Kort W
  • Gharbi J
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The individual performance literature is fragmented and does not offer an integrative approach or model to explain performance. Especially, the individual performance in call center is not very developed. Besides, call centers are socio-technical systems. Thus, the information technology has an important role and is widely related to individual performance. An exploratory analysis is made in a call center "Téléperformance" to identify the determinants of individual performance and the role of IT artifact. The result analysis highlights theses determinants: relationship with supervisor, relationship with tools, motivation and self identity. They are integrated into a theoretical framework using structuration theory as a theoretical background.




Kort, W., & Gharbi, J. (2012). Call Centers Performance An Application of Structuration Theory. Communications of the IBIMA, 1–16.

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