The Application of the Entire Human Resources Crisis Management Model in E-Commerce Company: Make Example of AZ Company

Xing Bi and Ying Liu ()
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Xing Bi: Tianjin University
Ying Liu: Tianjin University

A chapter in Proceedings of 20th International Conference on Industrial Engineering and Engineering Management, 2013, pp 893-901 from Springer

Abstract: Abstract Chinese e-commerce market develops swiftly and violently. The choices for customers are more and more which make it an opportunity and also a challenge for Chinese e-commerce company. While as call center is core department of this industry, so to catch up with the trend and find out the rule is very important for the company to exist. The article analyzes the features of human resource management in call center. And make an example of AZ as a successful case to avoid risks by the application of the entire crisis management model during peak season. As AZ is a mature and experienced e-commerce company, how is AZ coping with difficulties may produce reference meanings for Chinese e-commerce industry.

Keywords: Call center; Crisis management; E-commerce; Human resources risk (search for similar items in EconPapers)
Date: 2013
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DOI: 10.1007/978-3-642-40072-8_89

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