Finding their voice: call centre employees in a continuous service context

- Burgess, John, Connell, Julia, McDonnell, Anthony

What's trust got to do with it? Perceptions of trust in the call centre context

- Hannif, Zeenobiyah, Burgess, John, Connell, Julia, McDonnell, Anthony

Am I 'boverred'?: voice structures and related employee attitudes in call centres

- McDonnell, Anthony, Hannif, Zeenobiyah, Connell, Julia, Burgess, John

Team functions in small call centres

- Hannif, Zeenobyah, McDonnell, Anthony, Connell, Julia, Burgess, John

Working time flexibilities: a paradox in call centres?

- Hannif, Zeenobiyah, McDonnell, Anthony, Connell, Julia, Burgess, John

Australian call centres: time to search for a new management model?

- Connell, Julia, Hannif, Zeenobyah, Burgess, John

Frontline employees' views on organizational factors that affect the delivery of service quality in call centers

- Dean, Alison M., Rainnie, Al

Teamwork in call centres: real or imaginary?

- Hannif, Zeenobyah, McDonnell, Anthony, Connell, Julia, Burgess, Kenneth

Using service logic to interpret customers' experiences during call centre interactions.

- Dean, Alison

Call centres and the quality of work life: towards a research agenda

- Hannif, Zeenobiyah, Burgess, John, Connell, Julia

Introduction: call centres, the networked economy and the value chain

- Rainnie, Al, Barrett, Rowena, Burgess, John, Connell, Julia

Developments in the call centre sector: an overview

- Burgess, John, Connell, Julia

Links between service climate, employee commitment and employees' service quality capability

- Little, Marie Mikic, Dean, Alison M.

Symbolic analysts in the new economy: call centres in less favoured regions

- Dean, Alison, Rainnie, Al

Agreement making in Australian call centres

- Burgess, John, Connell, Julia, Nolan, John

Emerging developments in call centre research

- Burgess, John, Connell, Julia

Rethinking customer expectations of service quality: are call centres different?

- Dean, Alison M.