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Call Centres and Human Resource Management: A Cross-National Perspective [Hardcover]

Stephen Deery , Nicholas Kinnie

Price: 78.00 & FREE Delivery in the UK. Details
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Book Description

1 April 2004
This book looks at Human Resource Management in call centers from an international perspective using research from leading academics in the field. The characteristics and features of working in a call center are examined 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.

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About the Author

STEPHEN DEERY is Professor of Health Service Management and Human Resource Management at King's College London. Prior to this he was Head of Department of Industrial Relations and Management at the University of Melbourne.

NICK KINNIE is Senior Lecturer in Employment Relations and Human Resource Management at the University of Bath.

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There has been a substantial growth of employment in telephone call centres over the last five years. Read the first page
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