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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All Talk But No Voice: Non-union Employee Representation in Call Centre Work998; Frenkel .., 1998; 1999; IDS, 1997, 1998, 1999, 2000, 2001; Kinnie, Purcell and Hutchinson, 2000; Knights and McCabe, 1998; Korczynski .., 1996; Korczynski, 1999; Simms, 1999; Taylor and Bain, 1999 a, 1999b; 2001) , it is apparent from existing research that little is known about the effectivene

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Call to Arms? Collective and Individual Responses to Call Centre Labour Managemental to ‘post-industrial’ or ‘knowledge economy’. Within this broader rubric of organizational and social change, there has been considerable debate about how labour is managed and the causes, nature and implications of these changes. An extensive literature has analyzed shifts from traditional contro

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Book 2004The 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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Volatile Anesthetics and Neuroprotectionl-based labour management to a commitment-based human resource (HR) approach (Bell, 1974; Walton, 1985; Drucker, 1993). This debate, which is particularly relevant to call centre operations, pivots on the relevance of post-industrial and, more recently, postmodern models of managerial control (Frenkel .., 1999; Thompson and Warhurst, 1998).

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he 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.978-0-230-28880-5

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