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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.
Schlagwörter
Biografische Anmerkung
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
