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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

Explore research outputs by the European Policies Research Centre...

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.