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Title Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie
Published Hampshire, England : Palgrave Macmillan, 2004


Location Call no. Vol. Availability
 W'BOOL  658.812 Dee/Cca  AVAILABLE
Description xi, 295 pages ; 23 cm
Contents Machine derived contents note: Table of contents for Call centres and human resource management : a cross-national perspective / edited by Stephen Deery and Nicholas Kinnie. -- Bibliographic record and links to related information available from the Library of Congress catalog -- Information from electronic data provided by the publisher. May be incomplete or contain other coding. -- Introduction--S.Deery & -- N.Kinnie -- Part 1: Characteristics and Organizational Features of Work -- Overview of International Research--Batt -- Outsourcing and Client Driven Call Centres--N.Kinnie, J.Purcell & -- Hutchinson -- Different Models of Work--H.Fernie -- Social Skills--P.Thompson & -- Callaghan -- Women & -- Career Structures--Belt -- Control/Commitment Strategies--Houlihan -- Part 2: Effects on Employees -- Employee Wellbeing--Holman -- Stress & -- Emotional Exhaustion--S.Deery & -- Walsh -- Part 3: Responses of Employees -- Employee Resistance and Unions--P.Bain & -- Taylor -- Employee Responses to Labour Management--Van den Broek -- Library of Congress subject headings for this publication: Call centers Great Britain Personnel management, Customer services Great Britain Management, Call centers Australia Personnel management, Customer services Australia Management, Call centers United States Personnel management, Customer services United States Management
Summary "The purpose of this book is to examine the nature and management to call centre work and its employment relations outcomes. The chapters in this volume explore a number of interrelated issues: the different management strategies and models of service delivery in call centres and the policies and practices that are used to manage employees; questions relating to the development and utilization of skills amongst call centre workers and to the opportunities for career progression and advancement for women; the effects of call centre work regimes and management practices on worker well-being and finally, the growth and development of employee voice in call centres." -- p. 1
Notes "The material is drawn principally from a conference held at King's College London in November 2001"--Introd
Bibliography Includes bibliographical references and index
Subject Call centers -- Great Britain -- Personnel management.
Customer services -- Great Britain -- Management.
Call centers -- Australia -- Personnel management.
Customer services -- Australia -- Management.
Call centers -- United States -- Personnel management.
Customer services -- United States -- Management.
Author Deery, Stephen, 1955-
Kinnie, Nicholas, 1955-
LC no. 2003059603
ISBN 1403913048 cloth
Other Titles Call centers and human resource management