Inicio > Economía, finanzas, empresa y gestión > Empresa y gestión > Gestión y técnicas de gestión > Call Centres and Human Resource Management
Call Centres and Human Resource Management

Call Centres and Human Resource Management

 

132,69 €
IVA incluido
Consulta disponibilidad
Editorial:
Springer Nature B.V.
Año de edición:
2003
Materia
Gestión y técnicas de gestión
ISBN:
9781403913043

Selecciona una librería:

  • Librería Samer Atenea
  • Kálamo Books
  • Librería Elías (Asturias)
  • Librería Kolima (Madrid)
  • Librería Proteo (Málaga)
¡Pregúntanos!
Sobre IBD

List of Figures List of Tables Notes on the Contributors Introduction: The Nature and Management of Call Centre Work; S.Deery & N.Kinnie PART I: MANAGERIAL STRATEGIES AND EMPLOYMENT PRACTICES The Viability of Alternative Call Centre Production Models; R.Batt and L.Moynihan Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?; S.Fernie Tensions and Variations in Call Centre Management Strategies; M.Houlihan Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre; N.Kinnie and J.Parsons PART II: CHARACTERISTICS AND ORGANIZATIONAL FEATURES OF CALL CENTRE WORK Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres; P.Thompson, G.Callaghan and D.van den Broek Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada; C.Collin-Jacques A Female Ghetto? Women’s Careers in Telephone Call Centres; V.Belt PART III: EFFECTS OF CALL CENTRE WORK ON EMPLOYEES The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion; S.Deery, R.Iverson and J.Walsh Employee Well Being in Call Centres; D.Holman PART IV: MANAGEMENT AND EMPLOYEE RESPONSE TO ISSUES OF WORKPLACE GOVERNANCE All Talk But No Voice: Non-Union Employee Representation in Call Centre Work; P.Gollan Call to Arms? Collective and Individual Responses to Call Centre Labour Management; D.van den Broek Index

Artículos relacionados

  • Friend Grief in the Workplace
    Victoria Noe
    They’re friends and coworkers, so when they die, it’s not only a personal and professional loss but a challenge: How can you grieve and get your work done, too?In the fifth book in the Friend Grief series, Friend Grief in the Workplace: More Than an Empty Cubicle you’ll meet people whose friends were coworkers, too: in a TV newsroom, a rectory, a Broadway show and on a baseball...
    Disponible

    4,13 €

  • Consequences
    Susan Popoola
    The August riots of 2011 started off in London and spread across different parts of the country. People questioned whether or not the riots were really about the shooting of a young black man by the police. That is open to debate. What is, however, unquestionable is that there are segments of society that are disengaged from the mainstream. While some may believe that this was ...
    Disponible

    11,51 €

  • So You Want a Seat at the Table
    Jeanne Kerr
    So You Want a Seat at the Table, a Practical Guide to Being a True Strategic HR Business Partner is a refreshing approach to a long-debated challenge. It is targeted to new and experienced human resources business partners and human resources leaders who want to expand their ability to think and act strategically. Whether an HR practitioner is in a large or small corporation, n...
    Disponible

    15,31 €

  • Feedback Flow
    Georgia Murch
    Let’s face it, we all want to create a high-performing team, culture, product or service that ripples throughout our business and into the market. But what is required to do this? How do we go about it?So, we do some clever thinking and come up with some strategies to get there.  We improve systems, processes, create new products or services. We implement with some success but ...
  • Stakeholder Centered Coaching
    Marshall Goldsmith / Sal Silvester
    Executives buy results, not coaching. The problem is that most leadership and executive coaches do not measure the impact of their coaching engagements. They can’t prove that their coaching is actually making a difference. They rely too heavily on coach satisfaction surveys and other methods that simply measure reaction and not change.It doesn’t have to be that way. We can and ...
  • Stakeholder Centered Coaching
    Marshall Goldsmith / Sal Silvester
    Executives buy results, not coaching. The problem is that most leadership and executive coaches do not measure the impact of their coaching engagements. They can’t prove that their coaching is actually making a difference. They rely too heavily on coach satisfaction surveys and other methods that simply measure reaction and not change.It doesn’t have to be that way. We can and ...
    Disponible

    23,43 €