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Call Centres and Human Resource Management
 
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Call Centres and Human Resource Management
A Cross-National Perspective
Edited by Stephen Deery and Nick Kinnie
 
 
Palgrave Macmillan
 
 
 
 
 
09 Dec 2003
|
£86.00
|Hardback Print on Demand
  
9781403913043
||
 
 
eBooks ebook on Palgrave Connect ebook available via library subscriptions ebook on ebooks.com 
 
 


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DescriptionContentsAuthors

This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.


Description

This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.


Contents

List of Figures
List of Tables
Notes on the Contributors
Introduction:
The Nature and Management of Call Centre Work; S.Deery & N.Kinnie
PART I: MANAGERIAL STRATEGIES AND EMPLOYMENT PRACTICES
The Viability of Alternative Call Centre Production Models; R.Batt and L.Moynihan
Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?; S.Fernie
Tensions and Variations in Call Centre Management Strategies; M.Houlihan
Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre; N.Kinnie and J.Parsons
PART II: CHARACTERISTICS AND ORGANIZATIONAL FEATURES OF CALL CENTRE WORK
Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres; P.Thompson, G.Callaghan and D.van den Broek
Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada; C.Collin-Jacques
A Female Ghetto? Women's Careers in Telephone Call Centres; V.Belt
PART III: EFFECTS OF CALL CENTRE WORK ON EMPLOYEES
The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion; S.Deery, R.Iverson and J.Walsh
Employee Well Being in Call Centres; D.Holman
PART IV: MANAGEMENT AND EMPLOYEE RESPONSE TO ISSUES OF WORKPLACE GOVERNANCE
All Talk But No Voice: Non-Union Employee Representation in Call Centre Work; P.Gollan
Call to Arms? Collective and Individual Responses to Call Centre Labour Management; D.van den Broek
Index


Authors

STEPHEN DEERY is Professor of Health Service Management and Human Resource Management at King's College London. Prior to this he was Head of Department of Industrial Relations and Management at the University of Melbourne.

NICK KINNIE is Senior Lecturer in Employment Relations and Human Resource Management at the University of Bath.