{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,16]],"date-time":"2026-01-16T17:48:55Z","timestamp":1768585735627,"version":"3.49.0"},"reference-count":121,"publisher":"Springer Science and Business Media LLC","issue":"2-3","license":[{"start":{"date-parts":[[2022,10,26]],"date-time":"2022-10-26T00:00:00Z","timestamp":1666742400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2022,10,26]],"date-time":"2022-10-26T00:00:00Z","timestamp":1666742400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Ann Oper Res"],"published-print":{"date-parts":[[2024,2]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>Every contact centre engages in some form of Call Quality Monitoring in order to improve agent performance and customer satisfaction. Call centres have traditionally used a manual process to sort, select, and analyse a representative sample of interactions for evaluation purposes. Unfortunately, such a process is marked by subjectivity, which in turn results in a distorted picture of agent performance. To address the challenge of identifying and removing subjectivity, empirical research is required. In this paper, we introduce an evidence-based, machine learning-driven framework for the automatic detection of subjective calls. We analyse a corpus of seven hours of recorded calls from a real-estate call centre using Deep Neural Network (DNN) for a multi-classification problem. The study establishes the first baseline for subjectivity detection, with an accuracy of 75%, which is comparable to relevant speech studies in emotional recognition and performance classification. We conclude, among other things, that in order to achieve the best performance evaluation, subjective calls should be removed from the evaluation process or subjective scores deducted from the overall results.<\/jats:p>","DOI":"10.1007\/s10479-022-04874-2","type":"journal-article","created":{"date-parts":[[2022,10,26]],"date-time":"2022-10-26T17:02:43Z","timestamp":1666803763000},"page":"939-970","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":9,"title":["Data-driven subjective performance evaluation: An attentive deep neural networks model based on a call centre case"],"prefix":"10.1007","volume":"333","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1024-5469","authenticated-orcid":false,"given":"Abdelrahman","family":"Ahmed","sequence":"first","affiliation":[]},{"given":"Uthayasankar","family":"Sivarajah","sequence":"additional","affiliation":[]},{"given":"Zahir","family":"Irani","sequence":"additional","affiliation":[]},{"given":"Kamran","family":"Mahroof","sequence":"additional","affiliation":[]},{"given":"Vincent","family":"Charles","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2022,10,26]]},"reference":[{"key":"4874_CR1","unstructured":"Abbott, J. C. (2004). The executive guide to call center metrics. Robert Houston Smith Publishers"},{"key":"4874_CR2","doi-asserted-by":"crossref","unstructured":"Ahmed, A., Hifny, Y., Shaalan, K., & Toral, S. (2016a). Lexicon free Arabic speech recognition recipe. International Conference on Advanced Intelligent Systems and Informatics. Springer","DOI":"10.1007\/978-3-319-48308-5_15"},{"key":"4874_CR3","doi-asserted-by":"crossref","unstructured":"Ahmed, A., Hifny, Y., Toral, S., & Shaalan, K. (2018). A Call Center Agent Productivity Modeling Using Discriminative Approaches. Intelligent Natural Language Processing: Trends and Applications (pp. 501\u2013520). Springer","DOI":"10.1007\/978-3-319-67056-0_24"},{"key":"4874_CR4","doi-asserted-by":"crossref","unstructured":"Ahmed, A., Shaalan, K., Toral, S., & Hifny, Y. J. S. (2021). A Multimodal Approach to improve Performance Evaluation of Call Center Agent. Sensors, 21(8), 2720","DOI":"10.3390\/s21082720"},{"key":"4874_CR5","doi-asserted-by":"crossref","unstructured":"Ahmed, A., Toral, S., & Shaalan, K. (2016b). Agent productivity measurement in call center using machine learning. International Conference on Advanced Intelligent Systems and Informatics. Springer","DOI":"10.1007\/978-3-319-48308-5_16"},{"issue":"19","key":"4874_CR6","doi-asserted-by":"crossref","first-page":"11","DOI":"10.3390\/s20195489","volume":"20","author":"AT Ahmed","year":"2020","unstructured":"Ahmed, A. T., Shaalan, S., & Hifny, K., Y (2020). Agent Productivity Modeling in a Call Center Domain Using Attentive Convolutional Neural Networks. Sensors (Basel, Switzerland), 20(19), 11","journal-title":"Sensors (Basel, Switzerland)"},{"issue":"6","key":"4874_CR7","doi-asserted-by":"crossref","first-page":"665","DOI":"10.1111\/j.1937-5956.2007.tb00288.x","volume":"16","author":"Z Aksin","year":"2007","unstructured":"Aksin, Z., Armony, M., & Mehrotra, V. (2007). The modern call center: A multi-disciplinary perspective on operations management research. Production and Operations Management, 16(6), 665\u2013688","journal-title":"Production and Operations Management"},{"key":"4874_CR8","doi-asserted-by":"crossref","unstructured":"Akter, S., McCarthy, G., Sajib, S., Michael, K., Dwivedi, Y. K., D\u2019Ambra, J., & Shen, K. (2021). Algorithmic bias in data-driven innovation in the age of AI. Elsevier","DOI":"10.1016\/j.ijinfomgt.2021.102387"},{"key":"4874_CR9","doi-asserted-by":"crossref","unstructured":"Akter, S., Michael, K., Uddin, M. R., McCarthy, G., & Rahman, M. (2020). Transforming business using digital innovations: The application of AI, blockchain, cloud and data analytics. Annals of Operations Research, 1\u201333","DOI":"10.1007\/s10479-020-03620-w"},{"key":"4874_CR10","doi-asserted-by":"crossref","unstructured":"Akter, S., Wamba, S. F., Gunasekaran, A., Dubey, R., & Childe, S. J. (2016). J. I. J. o. P. E. How to improve firm performance using big data analytics capability and business strategy alignment? International Journal of Production Economics, 182, 113\u2013131","DOI":"10.1016\/j.ijpe.2016.08.018"},{"key":"4874_CR11","doi-asserted-by":"crossref","unstructured":"Albawi, S., Mohammed, T. A., & Al-Zawi, S. (2017). Understanding of a convolutional neural network. 2017 International Conference on Engineering and Technology (ICET), Antalya, Turkey","DOI":"10.1109\/ICEngTechnol.2017.8308186"},{"key":"4874_CR12","doi-asserted-by":"crossref","unstructured":"Alzubi, J., Nayyar, A., & Kumar, A. (2018). Machine learning from theory to algorithms: an overview. Journal of Physics: Conference Series, 1142(1), 012012","DOI":"10.1088\/1742-6596\/1142\/1\/012012"},{"key":"4874_CR13","doi-asserted-by":"crossref","unstructured":"Andrade, R., Moazeni, S., & Ramirez-Marquez, J. (2018). Contact Center Operations Management Systems Architecture and Reliability. Available at SSRN: https:\/\/ssrn.com\/abstract=3320821","DOI":"10.2139\/ssrn.3320821"},{"key":"4874_CR14","doi-asserted-by":"crossref","first-page":"114","DOI":"10.1016\/j.jebo.2015.10.012","volume":"121","author":"A Angelovski","year":"2016","unstructured":"Angelovski, A., Brandts, J., & Sola, C. (2016). Hiring and escalation bias in subjective performance evaluations: A laboratory experiment. Journal of Economic Behavior & Organization, 121, 114\u2013129","journal-title":"Journal of Economic Behavior & Organization"},{"key":"4874_CR15","unstructured":"Anton, J., Bapat, V., & Hall, B. (1999). Call center performance enhancement using simulation and modeling. Purdue University Press"},{"key":"4874_CR16","doi-asserted-by":"crossref","unstructured":"Bae, S. M., Ha, S. H., & Park, S. C. (2005). A web-based system for analyzing the voices of call center customers in the service industry. Expert Systems with Applications, 28(1), 29\u201341","DOI":"10.1016\/j.eswa.2004.08.008"},{"issue":"1","key":"4874_CR17","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1111\/1468-005X.00061","volume":"15","author":"P Bain","year":"2000","unstructured":"Bain, P., & Taylor, P. (2000). Entrapped by the \u2018electronic panopticon\u2019? Worker resistance in the call centre. New technology work and employment, 15(1), 2\u201318","journal-title":"New technology work and employment"},{"issue":"1","key":"4874_CR18","doi-asserted-by":"crossref","first-page":"99","DOI":"10.1177\/014920639101700108","volume":"17","author":"J Barney","year":"1991","unstructured":"Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99\u2013120","journal-title":"Journal of management"},{"issue":"6","key":"4874_CR19","doi-asserted-by":"crossref","first-page":"625","DOI":"10.1177\/014920630102700601","volume":"27","author":"J Barney","year":"2001","unstructured":"Barney, J., Wright, M., & Ketchen Jr, D. J. (2001). The resource-based view of the firm: Ten years after 1991. Journal of Management, 27(6), 625\u2013641","journal-title":"Journal of Management"},{"issue":"1","key":"4874_CR20","first-page":"41","volume":"26","author":"JB Barney","year":"2001","unstructured":"Barney, J. B. (2001). Is the resource-based \u201cview\u201d a useful perspective for strategic management research? Yes. Academy of Management Review, 26(1), 41\u201356","journal-title":"Academy of Management Review"},{"issue":"4","key":"4874_CR21","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1111\/j.1748-8583.2002.tb00077.x","volume":"12","author":"V Belt","year":"2002","unstructured":"Belt, V. (2002). A female ghetto? Women\u2019s careers in call centres. Human Resource Management Journal, 12(4), 51\u201366","journal-title":"Human Resource Management Journal"},{"key":"4874_CR22","unstructured":"Bengio, Y., Ducharme, R., Vincent, P., & Janvin, C. (2003). A neural probabilistic language model. Journal of Machine Learning Research, 3, 1137\u20131155"},{"key":"4874_CR23","doi-asserted-by":"crossref","unstructured":"Bertini, M., Halbheer, D., & Koenigsberg, O. (2019). Price and quality decisions by self-serving managers. International Journal of Research in Marketing, 37(2), 236\u2013257.","DOI":"10.1016\/j.ijresmar.2019.07.008"},{"key":"4874_CR24","unstructured":"Bogdanov, D., Wack, N., G\u00f3mez Guti\u00e9rrez, E., Gulati, S., Boyer, H., Mayor, O., Roma Trepat, G., Salamon, J., Zapata Gonz\u00e1lez, J. R., & Serra, X. (2013). Essentia: An audio analysis library for music information retrieval. Britto A, Gouyon F, Dixon S, editors. 14th Conference of the International Society for Music Information Retrieval (ISMIR); 2013 Nov 4\u20138; Curitiba, Brazil.[place unknown]: ISMIR; 2013. p.\u00a0493-8. International Society for Music Information Retrieval (ISMIR)"},{"issue":"2","key":"4874_CR25","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1007\/s11846-011-0076-3","volume":"7","author":"K Breuer","year":"2013","unstructured":"Breuer, K., Nieken, P., & Sliwka, D. (2013). Social ties and subjective performance evaluations: an empirical investigation. Review of Managerial Science, 7(2), 141\u2013157","journal-title":"Review of Managerial Science"},{"key":"4874_CR26","doi-asserted-by":"crossref","unstructured":"Brito, L. A. L., & Sauan, P. K. (2016). Management practices as capabilities leading to superior performance. BAR-Brazilian Administration Review, 13(3), e160004","DOI":"10.1590\/1807-7692bar2016160004"},{"key":"4874_CR27","doi-asserted-by":"crossref","first-page":"95","DOI":"10.1016\/j.jom.2015.11.003","volume":"41","author":"P Bromiley","year":"2016","unstructured":"Bromiley, P., & Rau, D. (2016). Operations management and the resource based view: Another view. Journal of Operations Management, 41, 95\u2013106","journal-title":"Journal of Operations Management"},{"issue":"4","key":"4874_CR28","doi-asserted-by":"crossref","first-page":"335","DOI":"10.1007\/s10579-008-9076-6","volume":"42","author":"C Busso","year":"2008","unstructured":"Busso, C., Bulut, M., Lee, C. C., Kazemzadeh, A., Mower, E., Kim, S., Chang, J. N., Lee, S., & Narayanan, S. S. (2008). IEMOCAP: Interactive emotional dyadic motion capture database. Language Resources and Evaluation, 42(4), 335\u2013359","journal-title":"J L r and evaluation"},{"key":"4874_CR29","unstructured":"Campbell, J. (1990). Modeling the performance prediction problem in industrial and the impact of HR practices on the performance of business units organizational psychology. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of Industrial and Organizational Psychology (pp. 687\u2013732). Palo Alto, CA: Consulting Psychologists Press"},{"key":"4874_CR30","unstructured":"Card, D. N. (2006). The challenge of productivity measurement. Proceedings of the Pacific Northwest Software Quality Conference"},{"key":"4874_CR31","unstructured":"Carmel, D. (2005). Automatic analysis of call-center conversations. Proceedings of the 14th ACM CIKM International Conference on Information and Knowledge Management, pp. 453\u2013459. Bremen, Germany"},{"issue":"3","key":"4874_CR32","doi-asserted-by":"crossref","first-page":"929","DOI":"10.1016\/j.ejor.2019.06.025","volume":"279","author":"V Charles","year":"2019","unstructured":"Charles, V., Aparicio, J., & Zhu, J. (2019). The curse of dimensionality of decision-making units: A simple approach to increase the discriminatory power of data envelopment analysis. European Journal of Operational Research, 279(3), 929\u2013940","journal-title":"European Journal of Operational Research"},{"key":"4874_CR33","doi-asserted-by":"crossref","unstructured":"Choi, T. M., Wallace, S. W., & Wang, Y. (2018). Big data analytics in operations management. Production and Operations Management, 27(10),1868\u20131883","DOI":"10.1111\/poms.12838"},{"key":"4874_CR34","unstructured":"Cleveland, B. (2012). Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships. ICMI Press"},{"key":"4874_CR35","doi-asserted-by":"crossref","unstructured":"Connerley, M. L., & Wu, J. (2016). Handbook on Well-Being of Working Women. Springer","DOI":"10.1007\/978-94-017-9897-6"},{"issue":"6","key":"4874_CR36","first-page":"1","volume":"1","author":"N Dave","year":"2013","unstructured":"Dave, N. (2013). Feature extraction methods LPC, PLP and MFCC in speech recognition. International Journal for Advance Research in Engineering and Technology, 1(6), 1\u20134","journal-title":"International Journal for Advance Research in Engineering and Technology"},{"issue":"4","key":"4874_CR37","doi-asserted-by":"crossref","first-page":"471","DOI":"10.1111\/1467-6486.00300","volume":"39","author":"S Deery","year":"2002","unstructured":"Deery, S., Iverson, R., & Walsh, J. (2002). Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39(4), 471\u2013496","journal-title":"Journal of Management Studies"},{"issue":"4","key":"4874_CR38","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1111\/j.1748-8583.2002.tb00074.x","volume":"12","author":"S Deery","year":"2002","unstructured":"Deery, S., & Kinnie, N. (2002). Call centres and beyond: a thematic evaluation. Human Resource Management Journal, 12(4), 3\u201313","journal-title":"Human Resource Management Journal"},{"issue":"1","key":"4874_CR39","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1080\/08911762.2018.1427293","volume":"32","author":"S Echchakoui","year":"2019","unstructured":"Echchakoui, S., & Baakil, D. (2019). Emotional Exhaustion in Offshore Call Centers: A Comparative Study. Journal of Global Marketing, 32(1), 17\u201336","journal-title":"Journal of Global Marketing"},{"key":"4874_CR40","doi-asserted-by":"crossref","unstructured":"Ehrlinger, J., Readinger, W. O., & Kim, B. (2016). Decision-Making and Cognitive Biases. Encyclopedia of Mental Health (2nd ed.), 5-12.","DOI":"10.1016\/B978-0-12-397045-9.00206-8"},{"key":"4874_CR41","unstructured":"Flamholtz, E., & Lacey, J. M. (1981). Personnel management, human capital theory, and human resource accounting. Institute of Industrial Relations, University of California, Los Angeles."},{"key":"4874_CR42","doi-asserted-by":"crossref","first-page":"271","DOI":"10.1016\/j.chb.2017.11.014","volume":"80","author":"P Foroudi","year":"2018","unstructured":"Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018). Investigating the effects of smart technology on customer dynamics and customer experience. Computers in Human Behavior, 80, 271\u2013282","journal-title":"Computers in Human Behavior"},{"key":"4874_CR43","doi-asserted-by":"crossref","first-page":"408","DOI":"10.1016\/j.jebo.2016.12.016","volume":"134","author":"A Frederiksen","year":"2017","unstructured":"Frederiksen, A., Lange, F., & Kriechel, B. (2017). Subjective performance evaluations and employee careers. Journal of Economic Behavior & Organization, 134, 408\u2013429","journal-title":"Journal of Economic Behavior & Organization"},{"key":"4874_CR44","doi-asserted-by":"crossref","unstructured":"Frenkel, S. (1999). On the front line: Organization of work in the information economy. Cornell University Press","DOI":"10.7591\/9781501724220"},{"key":"4874_CR45","first-page":"271","volume":"4","author":"M Frese","year":"1994","unstructured":"Frese, M., & Zapf, D. (1994). Action as the core of work psychology: A German approach. In H. C. Triandis, M. D. Dunnette, & L. M. Hough (Eds.), Handbook of Industrial and Organizational Psychology (pp. 271\u2013340). Consulting Psychologists Press.","journal-title":"Handbook of Industrial and Organizational Psychology"},{"issue":"1","key":"4874_CR46","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1016\/j.esp.2012.06.002","volume":"32","author":"E Friginal","year":"2013","unstructured":"Friginal, E. (2013). Evaluation of oral performance in outsourced call centres: An exploratory case study. English for Specific Purposes, 32(1), 25\u201335","journal-title":"English for Specific Purposes"},{"issue":"3","key":"4874_CR47","doi-asserted-by":"crossref","first-page":"427","DOI":"10.1007\/s11628-014-0232-3","volume":"9","author":"L Gil","year":"2015","unstructured":"Gil, L., Iddo, G., & Dana, Y. (2015). Spending more time with the customer: service-providers\u2019 behavioral discretion and call-center operations. Service Business, 9(3), 427\u2013443","journal-title":"Service Business"},{"issue":"8","key":"4874_CR48","doi-asserted-by":"crossref","first-page":"797","DOI":"10.1016\/j.indmarman.2005.01.002","volume":"34","author":"\u00d3 Gonz\u00e1lez-Benito","year":"2005","unstructured":"Gonz\u00e1lez-Benito, \u00d3., & Gonz\u00e1lez-Benito, J. (2005). Cultural vs. operational market orientation and objective vs. subjective performance: Perspective of production and operations. Industrial Marketing Management, 34(8), 797\u2013829","journal-title":"Industrial Marketing Management"},{"issue":"5\u20136","key":"4874_CR49","doi-asserted-by":"crossref","first-page":"602","DOI":"10.1016\/j.neunet.2005.06.042","volume":"18","author":"A Graves","year":"2005","unstructured":"Graves, A., & Schmidhuber, J. (2005). Framewise phoneme classification with bidirectional LSTM and other neural network architectures. Neural networks, 18(5\u20136), 602\u2013610","journal-title":"Neural networks"},{"issue":"4","key":"4874_CR50","doi-asserted-by":"crossref","first-page":"341","DOI":"10.1080\/13594320344000192","volume":"12","author":"S Grebner","year":"2003","unstructured":"Grebner, S., Semmer, N., Faso, L. L., Gut, S., K\u00e4lin, W., & Elfering, A. (2003). Working conditions, well-being, and job-related attitudes among call centre agents. European Journal of Work and Organizational Psychology, 12(4), 341\u2013365","journal-title":"European Journal of Work and Organizational Psychology"},{"issue":"4","key":"4874_CR51","doi-asserted-by":"crossref","first-page":"836","DOI":"10.1007\/s12671-014-0328-9","volume":"6","author":"S Gr\u00e9goire","year":"2015","unstructured":"Gr\u00e9goire, S., & Lachance, L. (2015). Evaluation of a brief mindfulness-based intervention to reduce psychological distress in the workplace. Mindfulness, 6(4), 836\u2013847","journal-title":"Mindfulness"},{"issue":"2","key":"4874_CR52","first-page":"687","volume":"135","author":"A Gunasekaran","year":"2012","unstructured":"Gunasekaran, A., & Ngai, E. W. (2012). The future of operations management: an outlook and analysis. International Journal of Production Economics, 135(2), 687\u2013701","journal-title":"International Journal of Production Economics"},{"key":"4874_CR53","doi-asserted-by":"crossref","unstructured":"Guo, X., Yin, Y., Dong, C., Yang, G., & Zhou, G. (2008). On the class imbalance problem. 2008 Fourth international conference on natural computation. Vol.\u00a04. IEEE","DOI":"10.1109\/ICNC.2008.871"},{"issue":"2","key":"4874_CR54","doi-asserted-by":"crossref","first-page":"159","DOI":"10.1037\/h0076546","volume":"60","author":"JR Hackman","year":"1975","unstructured":"Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170","journal-title":"Journal of Applied Psychology"},{"key":"4874_CR55","unstructured":"Hackman, J. R., & Oldham, G. R. (1980). Work redesign. Reading, MA: Addison-Wesley"},{"issue":"1","key":"4874_CR56","doi-asserted-by":"crossref","first-page":"77","DOI":"10.1080\/19312450709336664","volume":"1","author":"AF Hayes","year":"2007","unstructured":"Hayes, A. F., & Krippendorff, K. (2007). Answering the call for a standard reliability measure for coding data. Communication methods and measures, 1(1), 77\u201389","journal-title":"Communication methods and measures"},{"key":"4874_CR57","unstructured":"Helper, C. C. (2019a). White Paper: 2019 Contact Centre Trends You Need to Know"},{"key":"4874_CR58","unstructured":"Helper, C. C. (2019b). White Paper: Quality Management Automation \u2013 ROI Calculation Guide"},{"key":"4874_CR59","doi-asserted-by":"crossref","unstructured":"Hifny, Y., & Ali, A. (2019). Efficient Arabic Emotion Recognition Using Deep Neural Networks. ICASSP 2019\u20132019 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP). IEEE","DOI":"10.1109\/ICASSP.2019.8683632"},{"key":"4874_CR60","doi-asserted-by":"crossref","first-page":"77","DOI":"10.1016\/j.jom.2015.11.002","volume":"41","author":"MA Hitt","year":"2016","unstructured":"Hitt, M. A., Xu, K., & Carnes, C. M. (2016). Resource based theory in operations management research. Journal of Operations Management, 41, 77\u201394","journal-title":"Journal of Operations Management"},{"issue":"02","key":"4874_CR61","doi-asserted-by":"crossref","first-page":"107","DOI":"10.1142\/S0218488598000094","volume":"6","author":"S Hochreiter","year":"1998","unstructured":"Hochreiter, S. (1998). The vanishing gradient problem during learning recurrent neural nets and problem solutions. International Journal of Uncertainty Fuzziness and Knowledge-Based Systems, 6(02), 107\u2013116","journal-title":"International Journal of Uncertainty Fuzziness and Knowledge-Based Systems"},{"issue":"1","key":"4874_CR62","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1108\/JBS-01-2016-0008","volume":"38","author":"S Hudson","year":"2017","unstructured":"Hudson, S., Gonz\u00e1lez-G\u00f3mez, H. V., & Rychalski, A. (2017). Call centers: is there an upside to the dissatisfied customer experience? Journal of Business Strategy, 38(1), 39\u201346","journal-title":"Journal of Business Strategy"},{"key":"4874_CR63","doi-asserted-by":"crossref","unstructured":"Ibrahim, S. N. H., Suan, C. L., & Karatepe, O. M. (2019). The effects of supervisor support and self-efficacy on call center employees\u2019 work engagement and quitting intentions. International Journal of Manpower, 40(4), 688\u2013703","DOI":"10.1108\/IJM-12-2017-0320"},{"key":"4874_CR64","unstructured":"Judkins, J. A., Shelton, M., & Peterson, D. (2003). System and method for evaluating agents in call center. Google Patents"},{"issue":"4","key":"4874_CR65","doi-asserted-by":"crossref","first-page":"1036","DOI":"10.2307\/256619","volume":"38","author":"JS Kane","year":"1995","unstructured":"Kane, J. S., Bernardin, H. J., Villanova, P., & Peyrefitte, J. (1995). Stability of rater leniency: Three studies. Academy of Management Journal, 38(4), 1036\u20131051","journal-title":"Academy of Management Journal"},{"key":"4874_CR66","doi-asserted-by":"crossref","unstructured":"Karakus, B., & Aydin, G. (2016). Call center performance evaluation using big data analytics. 2016 International Symposium on Networks, Computers and Communications (ISNCC). IEEE","DOI":"10.1109\/ISNCC.2016.7746116"},{"key":"4874_CR67","doi-asserted-by":"crossref","first-page":"75","DOI":"10.1016\/j.jom.2015.10.004","volume":"41","author":"M Ketokivi","year":"2016","unstructured":"Ketokivi, M. (2016). Point\u2013counterpoint: Resource heterogeneity, performance, and competitive advantage. Journal of Operations Management, 41, 75\u201376","journal-title":"Journal of Operations Management"},{"key":"4874_CR68","unstructured":"Kingma, D. P., & Ba, J. (2014). Adam: A method for stochastic optimization. arXiv preprint arXiv:1412.6980"},{"issue":"5","key":"4874_CR69","doi-asserted-by":"crossref","first-page":"586","DOI":"10.1177\/0146167299025005004","volume":"25","author":"Y Klar","year":"1999","unstructured":"Klar, Y., & Giladi, E. E. (1999). Are most people happier than their peers, or are they just happy? Personality and Social Psychology Bulletin, 25(5), 586\u2013595","journal-title":"Personality and Social Psychology Bulletin"},{"key":"4874_CR70","doi-asserted-by":"crossref","unstructured":"Li, J. J., & Tong, X. J. P. (2020). Statistical Hypothesis Testing versus Machine Learning Binary Classification: Distinctions and Guidelines. Patterns, 1(7), 100115","DOI":"10.1016\/j.patter.2020.100115"},{"issue":"1","key":"4874_CR71","doi-asserted-by":"crossref","first-page":"216","DOI":"10.1257\/000282803321455232","volume":"93","author":"WB MacLeod","year":"2003","unstructured":"MacLeod, W. B. (2003). Optimal contracting with subjective evaluation. American Economic Review, 93(1), 216\u2013240","journal-title":"American Economic Review"},{"key":"4874_CR72","doi-asserted-by":"crossref","unstructured":"MacLeod, W. B., & Tan, T. Y. (2016). Optimal Contracting with Subjective Evaluation: The Effects of Timing, Malfeasance and Guile. National Bureau of Economic Research","DOI":"10.3386\/w22156"},{"key":"4874_CR73","unstructured":"Marr, B., & Neely, A. (2004). Managing and measuring for value: the case of call centre performance. Cranfield School of Management"},{"key":"4874_CR74","doi-asserted-by":"crossref","unstructured":"McKelvey, B., & Aldrich, H. (1983). Populations, natural selection, and applied organizational science. Administrative Science Quarterly, 28(1), 101\u2013128","DOI":"10.2307\/2392389"},{"issue":"1","key":"4874_CR75","doi-asserted-by":"crossref","first-page":"42","DOI":"10.1086\/261523","volume":"96","author":"PR Milgrom","year":"1988","unstructured":"Milgrom, P. R. (1988). Employment contracts, influence activities, and efficient organization design. Journal of political economy, 96(1), 42\u201360","journal-title":"Journal of political economy"},{"issue":"102","key":"4874_CR76","first-page":"105","volume":"32","author":"K Mirchandani","year":"2005","unstructured":"Mirchandani, K. (2005). Gender eclipsed? Racial hierarchies in transnational call center work. Social Justice, 32(102), 105\u2013119","journal-title":"Social Justice"},{"issue":"4","key":"4874_CR77","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1287\/orsc.8.4.414","volume":"8","author":"E Mosakowski","year":"1997","unstructured":"Mosakowski, E. (1997). Strategy making under causal ambiguity: Conceptual issues and empirical evidence. Organization Science, 8(4), 414\u2013442","journal-title":"Organization Science"},{"key":"4874_CR78","unstructured":"Murugan, P. J. a. p. a. (2017) Feed forward and backward run in deep convolution neural network. Available at https:\/\/arxiv.org\/abs\/1711.03278"},{"key":"4874_CR79","doi-asserted-by":"crossref","unstructured":"Neumann, M., & Vu, N. T. (2017). Attentive convolutional neural network based speech emotion recognition: A study on the impact of input features, signal length, and acted speech. arXiv preprint arXiv:1706.00612","DOI":"10.21437\/Interspeech.2017-917"},{"key":"4874_CR80","doi-asserted-by":"crossref","unstructured":"Paprzycki, M., Abraham, A., Guo, R., & Mukkamala, S. (2004). Data mining approach for analyzing call center performance. In B. Orchard, C. Yang, & M. Ali (Eds.), Innovations in Applied Artificial Intelligence (pp. 1092\u20131101). IEA\/AIE 2004. Lecture Notes in Computer Science, vol 3029. Springer, Berlin","DOI":"10.1007\/978-3-540-24677-0_112"},{"key":"4874_CR81","unstructured":"Perera, K. K. A. N. N., Priyadarshana, Y. H. P. P., Gunathunga, K. I. H., Ranathunga, L., Karunarathne, P. M., & Thanthriwatta, T. M. (2019a). Automatic Evaluation Software for Contact Centre Agents\u2019 voice Handling Performance. International Journal of Scientific and Research Publications, 5(1), 1\u20138"},{"key":"4874_CR82","unstructured":"Perera, K. K. A. N. N., Priyadarshana, Y. H. P. P., Gunathunga, K. I. H., Ranathunga, L., Karunarathne, P. M., & Thanthriwatta, T. M. (2019b). Automatic Evaluation Software for Contact Centre Agents\u2019 voice Handling Performance"},{"issue":"1","key":"4874_CR83","doi-asserted-by":"crossref","first-page":"175","DOI":"10.5465\/amr.2006.19379630","volume":"31","author":"TC Powell","year":"2006","unstructured":"Powell, T. C., Lovallo, D., & Caringal, C. (2006). Causal ambiguity, management perception, and firm performance. Academy of Management Review, 31(1), 175\u2013196","journal-title":"Academy of Management Review"},{"issue":"2\u20133","key":"4874_CR84","doi-asserted-by":"crossref","first-page":"355","DOI":"10.1016\/0014-2921(93)90024-5","volume":"37","author":"C Prendergast","year":"1993","unstructured":"Prendergast, C., & Topel, R. (1993). Discretion and bias in performance evaluation. European Economic Review, 37(2\u20133), 355\u2013365","journal-title":"European Economic Review"},{"issue":"5","key":"4874_CR85","doi-asserted-by":"crossref","first-page":"958","DOI":"10.1086\/262048","volume":"104","author":"C Prendergast","year":"1996","unstructured":"Prendergast, C., & Topel, R. H. (1996). Favoritism in organizations. Journal of Political Economy, 104(5), 958\u2013978","journal-title":"Journal of Political Economy"},{"key":"4874_CR86","unstructured":"Raschka, S. (2015). Python Machine Learning. Packt Publishing"},{"key":"4874_CR87","unstructured":"Reynolds, P. (2010). Call center metrics: Best practices in performance measurement and management to maximize quitline efficiency and quality. North American Quitline Consortium"},{"key":"4874_CR88","volume-title":"Building Machine Learning Systems with Python","author":"W Richert","year":"2013","unstructured":"Richert, W., Chaffer, J., Swedberg, K., & Coelho, L. (2013). Building Machine Learning Systems with Python (1 vol.). GB: Packt Publishing"},{"key":"4874_CR89","unstructured":"Rubingh, R. (2013). Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization. CreateSpace Independent Publishing Platform"},{"key":"4874_CR90","doi-asserted-by":"crossref","unstructured":"Rychalski, A., & Palmer, A. (2017). Customer Satisfaction and Emotion in the Call Centre Context. The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World (pp. 67\u201370). Springer","DOI":"10.1007\/978-3-319-50008-9_20"},{"issue":"2","key":"4874_CR91","doi-asserted-by":"crossref","first-page":"131","DOI":"10.1016\/j.im.2007.12.003","volume":"45","author":"P Shachaf","year":"2008","unstructured":"Shachaf, P. (2008). Cultural diversity and information and communication technology impacts on global virtual teams: An exploratory study. Information & Management, 45(2), 131\u2013142","journal-title":"Information & Management"},{"key":"4874_CR92","unstructured":"Shire, K., Holtgrewe, U., & Kerst, C. (2017). Re-organising customer service work: an introduction. Re-organising Service Work: Call Centres in Germany and Britain: Call Centres in Germany and Britain, 1"},{"issue":"1","key":"4874_CR93","doi-asserted-by":"crossref","first-page":"273","DOI":"10.5465\/amr.2007.23466005","volume":"32","author":"DG Sirmon","year":"2007","unstructured":"Sirmon, D. G., Hitt, M. A., & Ireland, R. D. (2007). Managing firm resources in dynamic environments to create value: Looking inside the black box. Academy of Management Review, 32(1), 273\u2013292","journal-title":"Academy of Management Review"},{"issue":"5","key":"4874_CR94","doi-asserted-by":"crossref","first-page":"1390","DOI":"10.1177\/0149206310385695","volume":"37","author":"DG Sirmon","year":"2011","unstructured":"Sirmon, D. G., Hitt, M. A., Ireland, R. D., & Gilbert, B. A. (2011). Resource orchestration to create competitive advantage: Breadth, depth, and life cycle effects. Journal of Management, 37(5), 1390\u20131412","journal-title":"Journal of Management"},{"key":"4874_CR95","doi-asserted-by":"crossref","unstructured":"Sonnentag, S., & Frese, M. (2003). Performance concepts and performance theory. In S. Sonnentag (Ed.), Psychological Management of Individual Performance (pp. 1-25). John Wiley & Sons","DOI":"10.1002\/0470013419.ch1"},{"key":"4874_CR96","unstructured":"Stangor, C., & Walinga, J. (2010). Introduction to psychology. Flatworld Knowledge"},{"issue":"1","key":"4874_CR97","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1207\/S15327043HUP1301_4","volume":"13","author":"JM Stanton","year":"2000","unstructured":"Stanton, J. M. (2000). Reactions to employee performance monitoring: Framework, review, and research directions. Human Performance, 13(1), 85\u2013113","journal-title":"Human Performance"},{"key":"4874_CR98","unstructured":"Sudarsan, V., & Kumar, G. (2019). Voice call analytics using natural language processing. International Journal of Statistics and Applied Mathematics, 4(6), 133\u2013136"},{"key":"4874_CR99","doi-asserted-by":"crossref","first-page":"460","DOI":"10.4135\/9781446249215.n23","volume":"1","author":"J Suls","year":"2012","unstructured":"Suls, J., & Wheeler, L. (2012). Social comparison theory. Handbook of theories of social psychology, 1, 460\u2013482","journal-title":"Handbook of theories of social psychology"},{"key":"4874_CR100","doi-asserted-by":"crossref","unstructured":"Suls, J., & Wheeler, L. (2013). Handbook of social comparison: Theory and research. Springer Science & Business Media","DOI":"10.4135\/9781446249215.n23"},{"key":"4874_CR101","doi-asserted-by":"crossref","first-page":"121260","DOI":"10.1016\/j.techfore.2021.121260","volume":"174","author":"S Sultana","year":"2022","unstructured":"Sultana, S., Akter, S., & Kyriazis, E. (2022). How data-driven innovation capability is shaping the future of market agility and competitive performance? Technological Forecasting and Social Change, 174, 121260","journal-title":"Technological Forecasting and Social Change"},{"issue":"3","key":"4874_CR102","doi-asserted-by":"crossref","first-page":"165","DOI":"10.4018\/JGIM.2021050107","volume":"29","author":"S Sultana","year":"2021","unstructured":"Sultana, S., Akter, S., Kyriazis, E., & Wamba, S. F. (2021). Architecting and developing big data-driven innovation (DDI) in the digital economy. Journal of Global Information Management (JGIM), 29(3), 165\u2013187","journal-title":"Journal of Global Information Management (JGIM)"},{"issue":"2","key":"4874_CR103","doi-asserted-by":"crossref","first-page":"101","DOI":"10.1111\/1468-2338.00113","volume":"30","author":"P Taylor","year":"1999","unstructured":"Taylor, P., & Bain, P. (1999). \u2018An assembly line in the head\u2019: work and employee relations in the call centre. Industrial Relations Journal, 30(2), 101\u2013117","journal-title":"Industrial Relations Journal"},{"issue":"1","key":"4874_CR104","doi-asserted-by":"crossref","first-page":"133","DOI":"10.1177\/09500170222119281","volume":"16","author":"P Taylor","year":"2002","unstructured":"Taylor, P., Mulvey, G., Hyman, J., & Bain, P. (2002). Work organization, control and the experience of work in call centres. Work Employment & Society, 16(1), 133\u2013150","journal-title":"Work Employment & Society"},{"key":"4874_CR105","doi-asserted-by":"crossref","unstructured":"Taylor, S. (1998). Emotional labour and the new workplace. Workplaces of the Future. Springer. 84\u2013103","DOI":"10.1007\/978-1-349-26346-2_5"},{"key":"4874_CR106","doi-asserted-by":"crossref","unstructured":"Teow, M. Y. (2017). Understanding convolutional neural networks using a minimal model for handwritten digit recognition. 2017 IEEE 2nd International Conference on Automatic Control and Intelligent Systems (I2CACIS). IEEE","DOI":"10.1109\/I2CACIS.2017.8239052"},{"issue":"2","key":"4874_CR107","first-page":"181","volume":"2","author":"J Tirole","year":"1986","unstructured":"Tirole, J. (1986). Hierarchies and bureaucracies: On the role of collusion in organizations. Journal of Law Economics & Organization, 2(2), 181\u2013214","journal-title":"Journal of Law Economics & Organization"},{"key":"4874_CR108","doi-asserted-by":"crossref","unstructured":"Tranfield, D., Denyer, D., & Smart, P. J. (2003). Towards a methodology for developing evidence-informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207\u2013222","DOI":"10.1111\/1467-8551.00375"},{"key":"4874_CR109","doi-asserted-by":"crossref","first-page":"113599","DOI":"10.1016\/j.eswa.2020.113599","volume":"160","author":"IE Tsolas","year":"2020","unstructured":"Tsolas, I. E., Charles, V., & Gherman, T. (2020). Supporting better practice benchmarking: A DEA-ANN approach to bank branch performance assessment. Expert Systems with Applications, 160, 113599","journal-title":"Expert Systems with Applications"},{"issue":"3","key":"4874_CR110","doi-asserted-by":"crossref","first-page":"425","DOI":"10.2307\/30036540","volume":"27","author":"V Venkatesh","year":"2003","unstructured":"Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). A Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 27(3), 425\u2013478","journal-title":"MIS Quarterly"},{"issue":"4","key":"4874_CR111","doi-asserted-by":"crossref","first-page":"216","DOI":"10.1111\/1468-2389.00151","volume":"8","author":"C Viswesvaran","year":"2000","unstructured":"Viswesvaran, C., & Ones, D. S. (2000). Perspectives on models of job performance. International Journal of Selection and Assessment, 8(4), 216\u2013226","journal-title":"International Journal of Selection and Assessment"},{"key":"4874_CR112","doi-asserted-by":"crossref","first-page":"356","DOI":"10.1016\/j.jbusres.2016.08.009","volume":"70","author":"SF Wamba","year":"2017","unstructured":"Wamba, S. F., Gunasekaran, A., Akter, S., Ren, S. J., Dubey, R., & Childe, S. (2017). Big data analytics and firm performance: Effects of dynamic capabilities. Journal of Business Research, 70, 356\u2013365","journal-title":"Journal of Business Research"},{"key":"4874_CR113","doi-asserted-by":"crossref","unstructured":"Wang, P., Wagner, T. A., Boyar, S. L., Corman, S. A., & McKinley, R. B. (2016). The Relationship Between Organizational Family Support and Burnout Among Women in the Healthcare Industry: Core Self-Evaluation as Moderator. Handbook on Well-Being of Working Women (pp. 283\u2013296). Springer","DOI":"10.1007\/978-94-017-9897-6_17"},{"key":"4874_CR114","doi-asserted-by":"crossref","unstructured":"Wardhani, N. W. S., Rochayani, M. Y., Iriany, A., Sulistyono, A. D., & Lestantyo, P. (2019). Cross-validation Metrics for Evaluating Classification Performance on Imbalanced Data. 2019 International Conference on Computer, Control, Informatics and its Applications (IC3INA). IEEE","DOI":"10.1109\/IC3INA48034.2019.8949568"},{"issue":"1","key":"4874_CR115","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1080\/02678370600655553","volume":"20","author":"J Wegge","year":"2006","unstructured":"Wegge, J., Van Dick, R., Fisher, G. K., Wecking, C., & Moltzen, K. (2006). Work motivation, organisational identification, and well-being in call centre work. Work & Stress, 20(1), 60\u201383","journal-title":"Work & Stress"},{"key":"4874_CR116","unstructured":"Willis, S. J., & Bendixen, M. (2007). A Review of Call Center Measurements. Production and Operations Management Society. Available at https:\/\/www.poms.org\/conferences\/cso2007\/talks\/30.pdf"},{"key":"4874_CR117","doi-asserted-by":"crossref","unstructured":"Wilson, J. P. (2009). The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres. Kogan Page","DOI":"10.1108\/hrmid.2010.04418eae.001"},{"key":"4874_CR118","volume-title":"Context-Sensitive Machine Learning for Intelligent Human Behavior Analysis","author":"M W\u00f6llmer","year":"2013","unstructured":"W\u00f6llmer, M. (2013). Context-Sensitive Machine Learning for Intelligent Human Behavior Analysis. M\u00fcnchen: Universit\u00e4tsbibliothek der TU"},{"key":"4874_CR119","doi-asserted-by":"crossref","unstructured":"Wooffitt, R. (2005). Conversation analysis and discourse analysis: A comparative and critical introduction. Sage","DOI":"10.4135\/9781849208765"},{"issue":"6","key":"4874_CR120","doi-asserted-by":"crossref","first-page":"582","DOI":"10.1007\/BF02943243","volume":"16","author":"F Zheng","year":"2001","unstructured":"Zheng, F., Zhang, G., & Song, Z. (2001). Comparison of different implementations of MFCC. Journal of Computer science and Technology, 16(6), 582\u2013589","journal-title":"Journal of Computer science and Technology"},{"key":"4874_CR121","doi-asserted-by":"crossref","first-page":"169","DOI":"10.1007\/978-3-319-21569-3_9","volume-title":"New Horizons for a Data-Driven Economy","author":"S Zillner","year":"2016","unstructured":"Zillner, S., Becker, T., Munn\u00e9, R., Hussain, K., Rusitschka, S., Lippell, H., Curry, E., & Ojo, A. (2016). Big data-driven innovation in industrial sectors. New Horizons for a Data-Driven Economy (pp. 169\u2013178). Cham: Springer"}],"container-title":["Annals of Operations Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10479-022-04874-2.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10479-022-04874-2\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10479-022-04874-2.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,2,15]],"date-time":"2024-02-15T19:25:18Z","timestamp":1708025118000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10479-022-04874-2"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,10,26]]},"references-count":121,"journal-issue":{"issue":"2-3","published-print":{"date-parts":[[2024,2]]}},"alternative-id":["4874"],"URL":"https:\/\/doi.org\/10.1007\/s10479-022-04874-2","relation":{},"ISSN":["0254-5330","1572-9338"],"issn-type":[{"value":"0254-5330","type":"print"},{"value":"1572-9338","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022,10,26]]},"assertion":[{"value":"17 August 2021","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"14 April 2022","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"15 July 2022","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"26 October 2022","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"The authors declare that there is no conflict of interest.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflicts of interest\/competing interests:"}}]}}