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Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?

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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1016/0001-8791(79)90072-1openalex-snapshot

The measurement of organizational commitment

inferredcites →https://doi.org/10.1016/0090-2616(93)90032-vopenalex-snapshot

The service organization: Human resources management is crucial

inferredcites →https://doi.org/10.1037/0021-9010.78.5.753openalex-snapshot

New measures of job control, cognitive demand, and production responsibility.

inferredcites →https://doi.org/10.1080/02678378708258497openalex-snapshot

Interactive effects of perceived control and job stressors on affective reactions and health outcomes for clerical workers

inferredcites →https://doi.org/10.1080/095851900339756openalex-snapshot

Strategic segmentation in front-line services: matching customers, employees and human resource systems

inferredcites →https://doi.org/10.1080/095851900422375openalex-snapshot

'Fun and surveillance': the paradox of high commitment management in call centres

inferredcites →https://doi.org/10.1080/095851997341630openalex-snapshot

Human resource management and performance: a review and research agenda

inferredcites →https://doi.org/10.1080/095851998340694openalex-snapshot

Beyond bureaucracy? Work organization in call centres

inferredcites →https://doi.org/10.1080/135943299398230openalex-snapshot

Emotion Work as a Source of Stress: The Concept and Development of an Instrument

inferredcites →https://doi.org/10.1086/227049openalex-snapshot

Emotion Work, Feeling Rules, and Social Structure

inferredcites →https://doi.org/10.1093/oxfordhb/9780199207268.003.0017openalex-snapshot

High Involvement Management and Performance

inferredcites →https://doi.org/10.1108/02683949910254774openalex-snapshot

Can leader direction and employee participation co‐exist?

inferredcites →https://doi.org/10.1108/s0742-6186(2011)18openalex-snapshot

Advances in Industrial and Labor Relations

inferredcites →https://doi.org/10.1111/(issn)2044-8325aopenalex-snapshot

Journal of Occupational Psychology

inferredcites →https://doi.org/10.1111/1467-6486.00089openalex-snapshot

‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime

inferredcites →https://doi.org/10.1111/1467-6486.00300openalex-snapshot

Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal

inferredcites →https://doi.org/10.1111/1467-8543.00133openalex-snapshot

Peering into the Black Hole: The Downside of the New Employment Relations in the UK

inferredcites →https://doi.org/10.1111/1467-8543.00197openalex-snapshot

Partnership at Work: Mutuality and the Balance of Advantage

inferredcites →https://doi.org/10.1111/1468-2338.00113openalex-snapshot

‘An assembly line in the head’: work and employee relations in the call centre

inferredcites →https://doi.org/10.1111/j.1467-8543.1995.tb00444.xopenalex-snapshot

Worker Participation in Diverse Settings: Does the Form Affect the Outcome, and If So, Who Benefits?

inferredcites →https://doi.org/10.1111/j.1467-8543.1995.tb00445.xopenalex-snapshot

Participation, Contingent Pay, Representation and Workplace Performance: Evidence from Great Britain

inferredcites →https://doi.org/10.1111/j.1468-232x.1996.tb00409.xopenalex-snapshot

What Works at Work: Overview and Assessment

inferredcites →https://doi.org/10.1111/j.1744-6570.1989.tb00676.xopenalex-snapshot

COMPUTER‐AIDED MONITORING: ITS INFLUENCE ON EMPLOYEE JOB SATISFACTION AND TURNOVER

inferredcites →https://doi.org/10.1111/j.1748-8583.1994.tb00356.xopenalex-snapshot

The Good, the Bad and the Ugly: Employment Relations In New Non‐Union Workplaces1

inferredcites →https://doi.org/10.1111/j.1748-8583.2002.tb00075.xopenalex-snapshot

The viability of alternative call centre production models

inferredcites →https://doi.org/10.1111/j.1748-8583.2002.tb00076.xopenalex-snapshot

Employee wellbeing in call centres

inferredcites →https://doi.org/10.1111/j.2044-8325.1979.tb00448.xopenalex-snapshot

Scales for the measurement of some work attitudes and aspects of psychological well‐being

inferredcites →https://doi.org/10.1111/j.2044-8325.1990.tb00521.xopenalex-snapshot

The measurement of well‐being and other aspects of mental health

inferredcites →https://doi.org/10.1348/096317900167029openalex-snapshot

Shopfloor innovation: Facilitating the suggestion and implementation of ideas

inferredcites →https://doi.org/10.2307/2076096openalex-snapshot

Employee Representation: Alternatives and Future Directions.

inferredcites →https://doi.org/10.2307/2393716openalex-snapshot

Research on Leadership Selection and Training: One View of the Future

inferredcites →https://doi.org/10.2307/256741openalex-snapshot

THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.

inferredcites →https://doi.org/10.4337/9781781009574.00009openalex-snapshot

Unions and Productivity, Financial Performance and Investment: International Evidence

inferredcites →https://doi.org/10.4337/9781849807630.00020openalex-snapshot

Journal of Applied Psychology

inferredcites →https://doi.org/10.55669/oa090305openalex-snapshot

5. Leadership of organisations

inferredcites →https://doi.org/10.5860/choice.34-4180openalex-snapshot

Working in the service society

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.2139/ssrn.1782424openalex-extracted

Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry

inferred← citeshttps://doi.org/10.2139/ssrn.1856952openalex-extracted

Comparative Situational Analysis of Business Process Outsourcing Industry in India with Focus on Human Resources Issues Considering Occupational Therapists Suggestions

inferred← citeshttps://doi.org/10.2139/ssrn.2941486openalex-extracted

Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry

inferred← citeshttps://doi.org/10.1016/j.scaman.2009.02.002openalex-snapshot

Strategic cultural change and local discourses: The importance of being different

inferred← citeshttps://doi.org/10.1080/10301763.2013.877115openalex-snapshot

Managing the duality: managerial challenges in an ICT-intensive ‘professionalised services’ model

inferred← citeshttps://doi.org/10.1108/03090590810918764openalex-snapshot

Mapping the context and practice of training, development and HRD in European call centres

inferred← citeshttps://doi.org/10.1108/09604520810859238openalex-snapshot

Call centre service quality for the public: a Scottish framework for the future

inferred← citeshttps://doi.org/10.1111/j.1468-005x.2006.00167.xopenalex-snapshot

'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre

inferred← citeshttps://doi.org/10.1111/j.1468-005x.2007.00198.xopenalex-snapshot

Factors influencing absenteeism and intention to leave in a call centre

inferred← citeshttps://doi.org/10.1111/j.1468-005x.2008.00199.xopenalex-snapshot

‘We are nurses, we are supposed to care for people’: professional values among nurses in NHS Direct call centres

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