Call centres and human resource management : a cross-national perspective

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Call centres and human resource management : a cross-national perspective

Title:

Call centres and human resource management : a cross-national perspective

Author:

Deery, Steve.

ISBN:

9781403913043

Publication Information:

New York : Palgrave Macmillan, 2004.

Physical Description:

xi, 295 p. ; 23 cm.

General Note:

"The material is drawn principally from a conference held at King's College London in November 2001"--Introd.

Subject Term:

Call centers -- Great Britain -- Personnel management.

Customer services -- Great Britain -- Management.

Call centers -- Australia -- Personnel management.

Customer services -- Australia -- Management.

Call centers -- United States -- Personnel management.

Customer services -- United States -- Management.

Added Author:

Kinnie, Nicholas, 1955-

Electronic Access:

Table of contents http://www.loc.gov/catdir/toc/hol041/2003059603.html
Publisher description http://www.loc.gov/catdir/description/hol041/2003059603.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168015737444	658.812 D312C 2004	1	Searching... Unknown

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Summary

Summary

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.

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