Call Centres and Human Resource Management

Edited by Stephen Deery and Nicholas Kinnie

in Palgrave Macmillan Books from Palgrave Macmillan

Date: 2004
ISBN: 978-0-230-28880-5
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Chapters in this book:

Ch 1 Introduction: The Nature and Management of Call Centre Work

Stephen Deery and Nicholas Kinnie

Ch 2 The Viability of Alternative Call Centre Production Models

Rosemary Batt and Lisa Moynihan

Ch 3 Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?

Sue Fernie

Ch 4 Tensions and Variations in Call Centre Management Strategies

Maeve Houlihan

Ch 5 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

Ch 6 Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres

Paul Thompson, George Callaghan and Diane Broek

Ch 7 Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada

Caroline Collin Jacques

Ch 8 A Female Ghetto? Women’s Careers in Telephone Call Centres

Vicki Belt

Ch 9 The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion

Stephen Deery, Roderick Iverson and Janet Walsh

Ch 10 Employee Well-being in Call Centres

David Holman

Ch 11 All Talk But No Voice: Non-union Employee Representation in Call Centre Work

Paul J. Gollan

Ch 12 Call to Arms? Collective and Individual Responses to Call Centre Labour Management

Diane Broek

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Persistent link: https://EconPapers.repec.org/RePEc:pal:palbok:978-0-230-28880-5

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DOI: 10.1057/9780230288805

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