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The Service Industries Journal Volume 40, 2020 - Issue 5-6
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Enabling customer satisfaction in call center teams: the role of transformational leadership in the service-profit chain

在呼叫中心团队中实现顾客满意度：变革型领导在服务 - 利润链中的作用

Flavia CavazotteIAG School of Business, Pontifícia Universidade Católica do Rio de Janeiro, Rio de Janeiro, BrazilCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-5450-3573View further author information
ORCID Icon,
Valter MorenoBusiness Administration, Faculdades Ibmec do Rio de Janeiro, Rio de Janeiro, BrazilORCID Iconhttps://orcid.org/0000-0002-1782-2401View further author information
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Luis Cesar Chehab LasmarIAG School of Business, Pontifícia Universidade Católica do Rio de Janeiro, Rio de Janeiro, BrazilView further author information
Pages 380-393 | Received 12 May 2017, Accepted 23 May 2018, Published online: 12 Jun 2018

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