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Keeping up appearances: recruitment, skills and normative control in call centres

Thompson, P. and van der Broek, D. and Callaghan, G. (2004) Keeping up appearances: recruitment, skills and normative control in call centres. In: Call Centres and Human Resource Management: A Cross-National Perspective. Palgrave, pp. 129-152. ISBN 1403913048

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Abstract

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. This chapter examines recruitment, skills and normative control in call centres.

Item type: Book Section
ID code: 7689
Keywords: recruitment, skills, normative control, call centres, human resource management, Management. Industrial Management
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Strathclyde Business School > Human Resource Management
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Depositing user: Strathprints Administrator
Date Deposited: 12 May 2009 15:00
Last modified: 12 Mar 2012 10:47
URI: http://strathprints.strath.ac.uk/id/eprint/7689

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