標題: Titlebook: Call Centres and Human Resource Management; A Cross-National Per Stephen Deery (Professor of Human Resource and Pub Book 2004 Palgrave Macm [打印本頁] 作者: Annihilate 時間: 2025-3-21 20:04
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書目名稱Call Centres and Human Resource Management讀者反饋
書目名稱Call Centres and Human Resource Management讀者反饋學(xué)科排名
作者: gratify 時間: 2025-3-21 22:44
The Viability of Alternative Call Centre Production Modelsce delivery historically was decentralized and personal and service labour markets were local, advanced information systems and marketing techniques have made centralized remote servicing via technology-mediated call centres the preferred mode of customer — provider interaction for many firms. While作者: 偏見 時間: 2025-3-22 03:43 作者: dissent 時間: 2025-3-22 04:44
Tensions and Variations in Call Centre Management Strategies approach to customer service’ (Batt, 1999; Cameron, 2000). Volume is managed through task routinization, scripting, and a sophisticated information and communication technology (ICT) architecture configured to distribute, manage and monitor calls. Service quality is managed through a mixture of beh作者: 不舒服 時間: 2025-3-22 11:01
Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of surprising because it is essential to understand the environment of any organization if we are to explain the approach to the management of human resources (HR). The organizational context is especially important for commercial call centres which provide outsourced services for clients with whom th作者: 繁重 時間: 2025-3-22 13:37
Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centresnd socialization of labour tend to be neglected. In our case companies there is considerable evidence for the primacy accorded to the identification and shaping of social competencies as integral to interactive service work.作者: 繁重 時間: 2025-3-22 20:45 作者: 鞭子 時間: 2025-3-22 23:14 作者: Jacket 時間: 2025-3-23 01:31
The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustionelps shape the way in which the work is performed through their specific needs and expectations. It is the customer whose requirements must be satisfied and whose orders must be met (Fuller and Smith, 1996). In some cases the customer can act as a co-producer while in other situations they can be en作者: Condyle 時間: 2025-3-23 09:19 作者: VOC 時間: 2025-3-23 11:09
All Talk But No Voice: Non-union Employee Representation in Call Centre Work998; Frenkel .., 1998; 1999; IDS, 1997, 1998, 1999, 2000, 2001; Kinnie, Purcell and Hutchinson, 2000; Knights and McCabe, 1998; Korczynski .., 1996; Korczynski, 1999; Simms, 1999; Taylor and Bain, 1999 a, 1999b; 2001) , it is apparent from existing research that little is known about the effectivene作者: paltry 時間: 2025-3-23 16:00
Call to Arms? Collective and Individual Responses to Call Centre Labour Managemental to ‘post-industrial’ or ‘knowledge economy’. Within this broader rubric of organizational and social change, there has been considerable debate about how labour is managed and the causes, nature and implications of these changes. An extensive literature has analyzed shifts from traditional contro作者: 因無茶而冷淡 時間: 2025-3-23 20:05
Book 2004The 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.作者: 笨拙的你 時間: 2025-3-24 01:21 作者: 植物茂盛 時間: 2025-3-24 06:23 作者: 鐵塔等 時間: 2025-3-24 06:32 作者: 忍受 時間: 2025-3-24 11:43
Volatile Anesthetics and Neuroprotectionl-based labour management to a commitment-based human resource (HR) approach (Bell, 1974; Walton, 1985; Drucker, 1993). This debate, which is particularly relevant to call centre operations, pivots on the relevance of post-industrial and, more recently, postmodern models of managerial control (Frenkel .., 1999; Thompson and Warhurst, 1998).作者: CORE 時間: 2025-3-24 18:00
he 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.978-0-230-28880-5作者: 庇護 時間: 2025-3-24 20:54 作者: 結(jié)構(gòu) 時間: 2025-3-25 03:04 作者: 無目標 時間: 2025-3-25 06:10 作者: Cholecystokinin 時間: 2025-3-25 07:49
Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of ources (HR). The organizational context is especially important for commercial call centres which provide outsourced services for clients with whom they form relationships which vary in nature, depth and duration..作者: 設(shè)想 時間: 2025-3-25 12:52 作者: Picks-Disease 時間: 2025-3-25 18:24 作者: 廣大 時間: 2025-3-25 22:03
Steroids, Diuretics, and Anticonvulsantsloyee and management distinguishes interactive service work from industrial production where customers are external to the labour process and the dynamics of management control are more firmly located within the boundaries of the worker-management dyad (Lopez, 1996).作者: 賞錢 時間: 2025-3-26 03:07
https://doi.org/10.1007/978-4-431-54490-6resentation and consultation structures are composed, their independence from managerial influence, the ‘representativeness’ of such bodies, and their accountability (Gollan, 2001). In addition, little has been documented about the impact and influence of such structures on managerial decision-making.作者: 制定 時間: 2025-3-26 05:19 作者: Culpable 時間: 2025-3-26 12:03
A Female Ghetto? Women’s Careers in Telephone Call Centres Koch-Schulte, 1999; Breathnach, 2000; CWU, 2000). However, in spite of this, academic researchers have to date not examined the role and position of women in this growing ‘industry’. The objective of this chapter is to explore one dimension of this issue, namely the nature of the career prospects open to women within call centres.作者: giggle 時間: 2025-3-26 15:46
The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustionloyee and management distinguishes interactive service work from industrial production where customers are external to the labour process and the dynamics of management control are more firmly located within the boundaries of the worker-management dyad (Lopez, 1996).作者: jagged 時間: 2025-3-26 19:02 作者: 親密 時間: 2025-3-26 21:48 作者: 過去分詞 時間: 2025-3-27 02:51 作者: muster 時間: 2025-3-27 07:58
Book 2004The 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.作者: V切開 時間: 2025-3-27 11:09
he 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.978-0-230-28880-5作者: Capitulate 時間: 2025-3-27 13:54 作者: 表主動 時間: 2025-3-27 19:56 作者: Exonerate 時間: 2025-3-28 00:41 作者: 針葉 時間: 2025-3-28 05:46
Masterclass in Neuroendocrinology approach to customer service’ (Batt, 1999; Cameron, 2000). Volume is managed through task routinization, scripting, and a sophisticated information and communication technology (ICT) architecture configured to distribute, manage and monitor calls. Service quality is managed through a mixture of beh作者: 擦掉 時間: 2025-3-28 08:11 作者: 群居動物 時間: 2025-3-28 13:36
Rodent Taxonomic and Biological Data,nd socialization of labour tend to be neglected. In our case companies there is considerable evidence for the primacy accorded to the identification and shaping of social competencies as integral to interactive service work.作者: 細絲 時間: 2025-3-28 17:46 作者: Hypopnea 時間: 2025-3-28 21:31
M. F. Wullimann,B. Rupp,H. Reichert advanced industrial economies over the last decade. During this period, call centres have become an important new source of employment in many countries, particularly for women. Recent studies have estimated that female employees make up around 70 per cent of the call centre workforce in a number o作者: 欺騙世家 時間: 2025-3-29 02:40
Steroids, Diuretics, and Anticonvulsantselps shape the way in which the work is performed through their specific needs and expectations. It is the customer whose requirements must be satisfied and whose orders must be met (Fuller and Smith, 1996). In some cases the customer can act as a co-producer while in other situations they can be en作者: Urologist 時間: 2025-3-29 04:52
Mishiya Matsumoto M.D.,Atsuo Yamashita M.D.f the 21st century’ and ‘human battery farms’ (Fernie and Metcalf, 1998; Garson, 1988; IDS, 1999). These are hardly the most positive of images. One reason for these poor images is the impact that call centre work is perceived to have on the well-being of customer service representatives (CSRs), tha作者: 搖晃 時間: 2025-3-29 09:58 作者: evince 時間: 2025-3-29 13:05 作者: irreducible 時間: 2025-3-29 19:04
https://doi.org/10.1057/9780230288805HRM; human resource management; human resources; job satisfaction; management; organization; service; strat作者: Wernickes-area 時間: 2025-3-29 22:07
Palgrave Macmillan, a division of Macmillan Publishers Limited 2004
