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Open Access research that challenges the mind...

The Strathprints institutional repository is a digital archive of University of Strathclyde research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including those from the School of Psychological Sciences & Health - but also papers by researchers based within the Faculties of Science, Engineering, Humanities & Social Sciences, and from the Strathclyde Business School.

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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.