Call Centres and Human Resource Management [electronic resource] : A Cross-National Perspective

• Tác giả: S Deery, N Kinnie
• ISBN-13: 978-0230288805
• Ký hiệu phân loại: 658.3 Personnel management (Human resource management)
• Mô tả vật lý: XI, 295 p. , online resource.
• Bộ sưu tập: Tài liệu truy cập mở
• ID: 305857
• Chủ đề: 1. Management; 2. Personnel management; 3. Service industries; 4. Human Resource Management; 6. Services

Tóm tắt

This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.