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

Sue Fernie

Chapter 3 in Call Centres and Human Resource Management, 2004, pp 54-74 from Palgrave Macmillan

Abstract: Abstract Links between different forms of workplace governance and economic and industrial relations performance outcomes have become an important focus of research in recent years. Most of this work has involved statistical analysis using nationally representative survey data (see, for example Fernie and Metcalf, 1995; Lasaosa, Wood and de Menezes, 2001). This chapter, by contrast, uses case studies and examines the effects of human resource management practices in three different workplaces (call centres) owned by the same firm.

Keywords: Human Resource Management; Organizational Commitment; Call Centre; Industrial Relation; Human Resource Management Practice (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_3

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DOI: 10.1057/9780230288805_3

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