Titlebook: Call Centres and Human Resource Management; A Cross-National Per Stephen Deery (Professor of Human Resource and Pub Book 2004 Palgrave Macm

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Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of ources (HR). The organizational context is especially important for commercial call centres which provide outsourced services for clients with whom they form relationships which vary in nature, depth and duration..

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Steroids, Diuretics, and Anticonvulsantsloyee and management distinguishes interactive service work from industrial production where customers are external to the labour process and the dynamics of management control are more firmly located within the boundaries of the worker-management dyad (Lopez, 1996).

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https://doi.org/10.1007/978-4-431-54490-6resentation and consultation structures are composed, their independence from managerial influence, the ‘representativeness’ of such bodies, and their accountability (Gollan, 2001). In addition, little has been documented about the impact and influence of such structures on managerial decision-making.

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A Female Ghetto? Women’s Careers in Telephone Call Centres Koch-Schulte, 1999; Breathnach, 2000; CWU, 2000). However, in spite of this, academic researchers have to date not examined the role and position of women in this growing ‘industry’. The objective of this chapter is to explore one dimension of this issue, namely the nature of the career prospects open to women within call centres.

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The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustionloyee and management distinguishes interactive service work from industrial production where customers are external to the labour process and the dynamics of management control are more firmly located within the boundaries of the worker-management dyad (Lopez, 1996).

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