Call Centres and Human Resource Management: A Cross-National Perspective

Front Matter....Pages i-xi
Introduction: The Nature and Management of Call Centre Work....Pages 1-22
Front Matter....Pages 23-23
The Viability of Alternative Call Centre Production Models....Pages 25-53
Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?....Pages 54-74
Tensions and Variations in Call Centre Management Strategies....Pages 75-101
Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre....Pages 102-126
Front Matter....Pages 127-127
Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres....Pages 129-152
Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada....Pages 153-173
A Female Ghetto? Women’s Careers in Telephone Call Centres....Pages 174-197
Front Matter....Pages 199-199
The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion....Pages 201-222
Employee Well-being in Call Centres....Pages 223-244
All Talk But No Voice: Non-union Employee Representation in Call Centre Work....Pages 245-266
Call to Arms? Collective and Individual Responses to Call Centre Labour Management....Pages 267-283
Back Matter....Pages 285-295