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Call Centres and Human Resource Management

A Cross-National Perspective

  • Book
  • © 2004

Overview

Editors:
  1. Stephen Deery

    1. King’s College London, UK

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  2. Nicholas Kinnie

    1. School of Management, University of Bath, UK

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    You can also search for this editor in PubMed   Google Scholar

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About this book

This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.

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Table of contents (12 chapters)

  1. Front Matter

    Pages i-xi
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  2. Introduction: The Nature and Management of Call Centre Work

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

      • Stephen Deery, Nicholas Kinnie
      Pages 1-22

  4. Characteristics and Organizational Features of Call Centre Work

    1. Front Matter

      Pages 127-127
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    2. Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres

      • Paul Thompson, George Callaghan, Diane van den Broek
      Pages 129-152

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

      • Caroline Collin Jacques
      Pages 153-173

    4. A Female Ghetto? Women’s Careers in Telephone Call Centres

      • Vicki Belt
      Pages 174-197

  5. Effects of Call Centre Work on Employees

    1. Front Matter

      Pages 199-199
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    2. The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion

      • Stephen Deery, Roderick Iverson, Janet Walsh
      Pages 201-222

    3. Employee Well-being in Call Centres

      • David Holman
      Pages 223-244

    4. All Talk But No Voice: Non-union Employee Representation in Call Centre Work

      • Paul J. Gollan
      Pages 245-266

    5. Call to Arms? Collective and Individual Responses to Call Centre Labour Management

      • Diane van den Broek
      Pages 267-283

  6. Back Matter

    Pages 285-295
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Editors and Affiliations

  • King’s College London, UK

    Stephen Deery

  • School of Management, University of Bath, UK

    Nicholas Kinnie

About the editors

ROSEMARY BATT Alice Cook Professor of Women and Work, Cornell University VICKI BELT Lecturer in Management, University of Newcastle on Tyne Business School GEORGE CALLAGHAN Lecturer, Open University Business School CAROLINE COLLIN-JACQUES School of Management, Royal Holloway College SUE FERNIE Department of Industrial Relations, London School of Economics PAUL GOLLAN Lecturer, Department of Industrial Relations, London School of Economics DAVID HOLMAN Senior Research Fellow, ESCR Centre for Organisation and Innovation, Institute of Work Psychology, Sheffield University MAEVE HOULIHAN Lecturer in Organisational Behaviour, Business Administration Department, University College Dublin ROD IVERSON LISA MOYNIHAN JON PARSONS Director of Giocoso Ltd PAUL THOMPSON Professor of Organisational Analysis, University of Strathclyde DIANE VAN DEN BROEK Lecturer in Work and Organisational Studies, University of Sydney JANET WALSH Reader in Human Resource Management, King's College London

Bibliographic Information

  • Book Title: Call Centres and Human Resource Management

  • Book Subtitle: A Cross-National Perspective

  • Editors: Stephen Deery, Nicholas Kinnie

  • DOI: https://doi.org/10.1057/9780230288805

  • Publisher: Palgrave Macmillan London

  • eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)

  • Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2004

  • Hardcover ISBN: 978-1-4039-1304-3Published: 09 December 2003

  • eBook ISBN: 978-0-230-28880-5Published: 09 December 2003

  • Edition Number: 1

  • Number of Pages: XI, 295

  • Topics: Human Resource Management, Services, Management

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