Employment Regimes For The Factories Of The Future: Human Resource Management In Telephone Call Centres

Topics:
Human Capital,
Performance Management
Tags:
Call Centers,
Theory,
Telecom & Utilities,
Software,
Phone,
It Operations,
Human Resources,
Human Resource Management (HRM),
HRM,
Enterprise Software,
...
Source:
University of Bath

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Overview: Telephone call centers, or what are increasingly referred to as contact centers, provide unusually fertile ground on which to study variety in HR architecture in both theory and practice. The purpose of this paper is to explore in theory and practice the emergence of different forms of employment regime in telephone call centers and contact centers, and to link these with competitive strategies.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: PDF | Size: 107KB | Date: Jul 2003 | Pages: 40

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