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Risky business: re-thinking the human in interactive service work

Bolton, S.C. and Houlihan, M. (2007) Risky business: re-thinking the human in interactive service work. In: Searching for the Human in Human Resource Management. Management, Work and Organisations . Palgrave, London, pp. 245-262. ISBN 978-0-230-01935-5

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Abstract

Challenges the traditional way in which the management of people is often viewed solely within an economic framework by acknowledging that human relations are social, reciprocal, multi-dimensional and embedded in group and societal dynamics.

Item type: Book Section
ID code: 13312
Keywords: customer service, social interaction, call centre work, human resource management, Management. Industrial Management, Sociology
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Social Sciences > Sociology
Department: Strathclyde Business School > Strategy and Organisation
Related URLs:
Depositing user: Professor Sharon C Bolton
Date Deposited: 09 Nov 2009 13:58
Last modified: 17 Jul 2013 13:23
URI: http://strathprints.strath.ac.uk/id/eprint/13312

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