Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre

Nicholas Kinnie and Jon Parsons

Chapter 5 in Call Centres and Human Resource Management, 2004, pp 102-126 from Palgrave Macmillan

Abstract: Abstract Although research into call centres is growing fast most studies pay little attention to the context within which these organizations operate. This is surprising because it is essential to understand the environment of any organization if we are to explain the approach to the management of human resources (HR). The organizational context is especially important for commercial call centres which provide outsourced services for clients with whom they form relationships which vary in nature, depth and duration.1

Keywords: Human Resource Management; Call Centre; Employee Relation; Human Resource Practice; Customer Relation (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-28880-5_5

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DOI: 10.1057/9780230288805_5

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