- Title
- Finding their voice: call centre employees in a continuous service context
- Creator
- Burgess, John; Connell, Julia; McDonnell, Anthony
- Relation
- Employee Voice at Work p. 169-182
- Relation
- Work, Organisation and Employment
- Publisher Link
- http://dx.doi.org/10.1007/978-981-13-2820-6
- Publisher
- Springer
- Resource Type
- book chapter
- Date
- 2019
- Description
- Much has been written about call centres but not from the perspective of employee voice in an organisational context where work is highly individualised and the work pace is intensive and underpinned by ‘churn and burn’ HR. The issue is most usefully studied by examining the nature and extent of employee voice in both onshore and offshore contexts.
- Subject
- call centres; churn and burn HR; human resources; employee voice
- Identifier
- http://hdl.handle.net/1959.13/1416425
- Identifier
- uon:37052
- Identifier
- ISBN:9789811328190
- Language
- eng
- Hits: 1042
- Visitors: 1042
- Downloads: 0
Thumbnail | File | Description | Size | Format |
---|