Call Centres and Human Resource Management

List of Figures List of Tables Notes on the Contributors Introduction: The Nature and Management of Call Centre Work; S.Deery & N.Kinnie PART I: MANAGERIAL STRATEGIES AND EMPLOYMENT PRACTICES The Viability of Alternative Call Centre Production Models; R.Batt and L.Moynihan Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?; S.Fernie Tensions and Variations in Call Centre Management Strategies; M.Houlihan Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre; N.Kinnie and J.Parsons PART II: CHARACTERISTICS AND ORGANIZATIONAL FEATURES OF CALL CENTRE WORK Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres; P.Thompson, G.Callaghan and D.van den Broek Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada; C.Collin-Jacques A Female Ghetto? Women's Careers in Telephone Call Centres; V.Belt PART III: EFFECTS OF CALL CENTRE WORK ON EMPLOYEES The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion; S.Deery, R.Iverson and J.Walsh Employee Well Being in Call Centres; D.Holman PART IV: MANAGEMENT AND EMPLOYEE RESPONSE TO ISSUES OF WORKPLACE GOVERNANCE All Talk But No Voice: Non-Union Employee Representation in Call Centre Work; P.Gollan Call to Arms? Collective and Individual Responses to Call Centre Labour Management; D.van den Broek Index