2George Robinson, Clive Morley.Call centre management: responsibilities and performance.International Journal of Service Industry Management,2006,17 (3):284-300.
6Susan Helper,Morris M. Kleiner, Yingchun Wang. Analyzing Compensation Methods in Manufacturing: Piece Rates, Time Rates, or Gain-Sharing?. National Bureau of Economic Research. 2010.
7Maslach C, Jackson SE. MBI: Maslach Burnout Inventory; Manual Research Edition. Palo Alto, CA: Consulting Psychologists Press.1986.
8Dweck, C.,& Leggett, E. A. social-cognitive approach to motivation and personality. Psychological Review, 1988, 95: 256-273.
9Pintrich, P. R. An achievement goal theory perspective on issues in motivation terminology, theory, and research. Contemporary Educational Psychology, 2000, 25: 92-104.
10VandeWalle,D., Brown,S.P., Cron,W.L., &Slocum.J.W.The Influence of Goal Orientation and Self-Regulation Tactics on Sales Performance: A Longitudinal Field Test. Journal of Applied Psychology,1999,84(2): 249-259.