Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Call centres, quality of work life and HRM practices

    Access Status
    Fulltext not available
    Authors
    Connell, Julia
    Hannif, Z.
    Date
    2009
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Connell, J. and Hannif, Z. 2009. Call centres, quality of work life and HRM practices. Employee Relations. 31 (4-5): pp. 363-381.
    Source Title
    Employee Relations
    DOI
    10.1108/01425450910965423
    ISSN
    0142-5455
    URI
    http://hdl.handle.net/20.500.11937/8768
    Collection
    • Curtin Research Publications
    Abstract

    Purpose – The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in-house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM). Design/methodology/approach – This paper reports on findings derived through empirical qualitative case study research in two Australian CCs: Govtcall, an in-house, public-sector CC, and Sales plus, an outsourced, private-sector CC. Quality of work life outcomes are determined through in-depth interviews with CSOs, supervisors and managers, where a comparative approach is utilised. Findings – The in-house, public-sector CC Govtcall emerges as being inferior in terms of job content, working hours and managerial/supervisory style and strategies. Conversely, Sales plus features a management model that is more akin to what would be expected in a CC operating under a professional service model. Research limitations/implications – The sample size was limited to two CCs; thus, the findings may not be representative of the wider CC context. Practical implications – A productivity orientation and employee focus are not a mutually exclusive phenomenon. Union presence and public-sector status do not guarantee better working conditions and higher QWL. Managerial styles and strategies have a significant impact on QWL in the CC context. Originality/value – QWL is an under-researched area where CCs are concerned. Similarly, much of the existing CC research is based on the private sector, despite the public sector emerging as a large user of CC operations.

    Related items

    Showing items related by title, author, creator and subject.

    • Corporate governance and the role of internal audit : the case of Australian public universities
      Christopher, Joseph E.R. (2009)
      Over the last two decades a series of spectacular failures in corporate governance has raised concern about good governance of private and public sector organisations. These concerns inevitably extend to the Australian ...
    • Public sector reform in Western Australia: the role of chief executive officers in leading cultural change in their organisations.
      Stanley, Garrick N. (2001)
      The last two decades of the twentieth century saw unprecedented change in the Western Australian public sector. Legislative reform, royal commissions and new policies aimed at enhancing public sector accountability, ...
    • Enhancing public participation in regional development : the case of Riyadh Regional Council
      Alfaraj, Naif Faraj Saad (2008)
      This thesis examines public participation in regional development in Saudi Arabia at the local government level. The main objective of the study examines the current policies and practices of Riyadh Regional Council with ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.