search query: @indexterm call centres / total: 21
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| Author: | Rubery, J. (et al.) |
| Title: | Human resource management and the permeable organization: the case of the multi-client call centre |
| Journal: | Journal of Management Studies
2004 : NOV, VOL. 41:7, p. 1199-1222 |
| Index terms: | Call centres Case studies Employment Human resource management |
| Language: | eng |
| Abstract: | This article develops a framework for considering the internal and external organizational effects of employment, and it also applies this framework within a case study of a multi-client call centre. The interactions between internal objectives, client demands and the use of external contracting in relation to three dimensions of employment policy: managing the wage-effort bargain, managing flexibility and managing commitmnet and performance, are explored. |
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