Call centres and beyond: a thematic evaluation

Call centres and beyond: a thematic evaluation This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Human Resource Management Journal Wiley

Call centres and beyond: a thematic evaluation

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Publisher
Wiley
Copyright
Copyright © 2002 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0954-5395
eISSN
1748-8583
DOI
10.1111/j.1748-8583.2002.tb00074.x
Publisher site
See Article on Publisher Site

Abstract

This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised.

Journal

Human Resource Management JournalWiley

Published: Nov 1, 2002

References

  • Work relationships in telephone call centres: understanding emotional exhaustion and employee withdrawal
    Deery, Deery; Iverson, Iverson; Walsh, Walsh
  • Ignorant theory and knowledgeable workers: interrogating the connection between knowledge, skills and services
    Thompson, Thompson; Warhurst, Warhurst; Callaghan, Callaghan

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