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

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.

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• Item metadata

  Item type:	Book Section
  ID code:	7689
  Dates:	Date Event 2004 Published
  Subjects:	Social Sciences > Industries. Land use. Labor > Management. Industrial Management
  Department:	Strathclyde Business School > Work, Organisation and Employment
  Depositing user:	Strathprints Administrator
  Date deposited:	12 May 2009 14:00
  Last modified:	11 Nov 2024 14:33
  Related URLs:	Publisher
  URI:	https://strathprints.strath.ac.uk/id/eprint/7689