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Call centres and beyond: a thematic evaluation
Author(s) -
Deery Stephen,
Kinnie Nicholas
Publication year - 2002
Publication title -
human resource management journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.44
H-Index - 77
eISSN - 1748-8583
pISSN - 0954-5395
DOI - 10.1111/j.1748-8583.2002.tb00074.x
Subject(s) - call centre , work (physics) , context (archaeology) , public relations , thematic analysis , sociology , management , political science , engineering , qualitative research , social science , history , economics , mechanical engineering , archaeology , law
This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised.