ISSN: 2340-9436

BRQ Business Research Quarterly is the official journal of ACEDE (Spanish Academy of Management). Born in 1998 as Cuadernos de Economía y Dirección de la Empresa (CEDE), it soon became the leading management publication in Spanish thanks to its strong academic reputation. The journal was indexed in the SCCI in 2008, and it is published in English under the new title (BRQ) since 2014. From its very beginnings, BRQ provides widespread coverage of high quality research in a broad range of topics such as human resource management, organization theory, strategic management, corporate governance, managerial economics, marketing, finance, accounting and operations management. It is therefore a multidisciplinary journal inspired by diversity and open to methodological plurality. Our main concern is that articles have strong theoretical foundations, meet the highest analytical standards, and provide new insights that contribute to the better understanding of managerial phenomena. Publication History: Formerly known as Cuadernos de Economía y Dirección de Empresa

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Exploring the influence of the human factor on customer satisfaction in call centres

Dorina Chicua,

Corresponding author

ddchicu@gmail.com

Corresponding author at: Carrer Montserrat Roig, 5, esc B, bj-4, 43204, Reus, Tarragona, Spain.

, Maria del Mar Pàmiesa, Gerard Ryana, Christine Crossb

a Business Management Department (DGE), Universitat Rovira i Virgili, Reus, Tarragona, Catalonia, Spain

b Personnel & Employment Relations, Kemmy Business School, Limerick, Ireland

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ISSN: 23409436
Original language: English

DOI:10.1016/j.brq.2018.08.004

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2024 July	18	0	18
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2024 May	63	18	81
2024 April	91	9	100
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2024 February	71	6	77
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2023 December	96	23	119
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