Download e-book for kindle: Call Centres and Human Resource Management: A Cross-National by S. Deery, N. Kinnie

By S. Deery, N. Kinnie

ISBN-10: 0230288804

ISBN-13: 9780230288805

ISBN-10: 1349511625

ISBN-13: 9781349511624

ISBN-10: 5960310139

ISBN-13: 9785960310130

This ebook seems to be at human source administration in name centres from a world standpoint and makes use of learn from prime teachers within the box. The features and contours of operating in a decision centre are tested, by way of the consequences that this kind of paintings has on staff and their responses to it. It additionally seems to be at implications for employers and coverage makers.

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79). 60). Team participation includes the percentage of employees that participate in regular off-line problem-solving groups and the percentage that participate in self-directed teams. Human resource incentives are of four types: ongoing training, employment security, pay level and electronic performance monitoring. Ongoing training indicates a firm’s commitment to employee development employee receives each year. Pay is the natural log of the median annual base pay of the core workforce. Employment security is the percentage of the core workforce that is permanent and full-time, as opposed to part-time or contingent.

In other words, these management practices provide a vehicle to quasi-professionalize the employment of productionlevel service workers. We also view it as a relative concept: high relative to what? For example, in an industry where the norm is a classic massproduction model, then firms may realize improvements with only modest additional investments in training, technology and work redesign. In business services, by contrast, a professional or high-involvement model may be the price of entry, and variation in management practices may produce only small relative gains.

Their principal aim had been to increase productivity and enhance efficiency rather than to provide a robust form of interest representation for employees. Overall Gollan found that the call centre workers were dissatisfied with the form of consultation and information-sharing provided by the company council and expressed the view that a trade union would offer far stronger representation of their interests particularly in the critical areas of pay, grievances and discipline. Indeed the staff subsequently achieved this objective when Stephen Deery and Nicholas Kinnie 19 a union recognition agreement was signed with the Transport and General Workers union (T&GWU).

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Call Centres and Human Resource Management: A Cross-National Perspective by S. Deery, N. Kinnie


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