Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the 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.
Download or read book Human resource management in call centres written by David Holman and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Call Centres and Human Resource Management written by Stephen Deery (Professor) and published by . This book was released on 2003 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the 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.
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Download or read book Effective Human Resource Management written by Edward Lawler and published by Stanford University Press. This book was released on 2012-07-04 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: Effective Human Resource Management is the Center for Effective Organizations' (CEO) sixth report of a fifteen-year study of HR management in today's organizations. The only long-term analysis of its kind, this book compares the findings from CEO's earlier studies to new data collected in 2010. Edward E. Lawler III and John W. Boudreau measure how HR management is changing, paying particular attention to what creates a successful HR function—one that contributes to a strategic partnership and overall organizational effectiveness. Moreover, the book identifies best practices in areas such as the design of the HR organization and HR metrics. It clearly points out how the HR function can and should change to meet the future demands of a global and dynamic labor market. For the first time, the study features comparisons between U.S.-based firms and companies in China, Canada, Australia, the United Kingdom, and other European countries. With this new analysis, organizations can measure their HR organization against a worldwide sample, assessing their positioning in the global marketplace, while creating an international standard for HR management.
Download or read book The Next Available Operator written by Mohan Thite and published by SAGE Publications Pvt. Limited. This book was released on 2009-02-09 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discusses managing people in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics and researchers from around the world and captures the voices of key stakeholders. Mohan Thite and Bob Russell, both Griffith University, Brisbane, Australia.
Download or read book Cases in Call Center Management written by Richard Feinberg and published by Purdue University Press. This book was released on 2005 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
Download or read book Call Centre Work written by Christian Dormann and published by Psychology Press. This book was released on 2004 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.
Download or read book New Models of Human Resource Management in China and India written by Alan R. Nankervis and published by Routledge. This book was released on 2013-07-04 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents a comprehensive analysis of the similarities and differences of contemporary human resource management systems, processes and practices in the two increasingly important economic great powers in Asia. It covers the full range of human resource management activities, including recruitment, retention, performance management, renumeration, and career development, discusses changing industrial relations systems, and sets the subject in its historical, social and cultural contexts. It examines newly emerging strategies, and asssesses the extent to which human resource management systems in the two countries are coverging or diverging.
Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
Download or read book Organizational Interventions for Health and Well being written by Karina Nielsen and published by Routledge. This book was released on 2018-06-14 with total page 567 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new collection provides not only a comprehensive overview of how organizational interventions can improve health and well-being in the workplace - addressing its causes rather than the symptoms - but also the practical issues faced in their design, implementation and evaluation. Drawing on a range of case studies and empirical investigations, it is the first book to seriously examine each element of the intervention process, and to recognize the individual, group, leader and organizational factors that researchers should consider. The authors describe the various challenges to such collaborative processes, as well as the specific methods and tools that can be used in response. Each chapter offers practical, evidence-based guidance. Featuring a final section examining new directions and approaches in organizational intervention research, the book features contributions from some of the leading international researchers in the field. It will be essential reading for any researcher or practitioner interested in the practical issues involved in improving the organization, design and management of the contemporary workplace.
Download or read book A Dictionary of Human Resource Management written by Edmund Heery and published by OUP Oxford. This book was released on 2008-04-17 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authoritative source of precise and easy to understand definitions of words, terms, and phrases that are used in the fields of Human Resource Management, Personnel, and Industrial Relations, this new edition of the Dictionary of Human Resource Management has been thoroughly revised and updated to reflect changes in vocabulary and usage. All the previous editions' entries have been reviewed, around 300 new entries have been added, and the existing entries thoroughly edited to reflect changes in the usage of terms, changes in institutions and official bodies, and keeps pace with the evolving HRM vocabulary. With over 1,400 entries, this new edition of the Dictionary features: * The latest terms and management buzzwords * Key theoretical terms and concepts from academics and consultants * Technical terms used by practising personnel/HR managers and trade unionists * Major policies, practices, and institutions * Jargon from the present and the past * Legal terms * Thematic categorization of the main concepts * Cross-referencing of entries The second edition of the Dictionary of Human Resource Management is a vital companion for students and practitioners in HRM, Personnel, and Industrial Relations.
Download or read book Call centre offshoring to India written by Andreas Klein and published by GRIN Verlag. This book was released on 2007-02-26 with total page 11 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essay from the year 2006 in the subject Leadership and Human Resources - Miscellaneous, grade: A, University of Bradford, course: MBA, language: English, abstract: This paper provides a critical review of Taylor, P., Bain, P. (2005). ‘”India calling to the far away towns”: the call centre labour process and globalization’, Work, employment and society, Vol. 19, No. 2, pp. 261-282.
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Download or read book Aesthetic Labour written by Chris Warhurst and published by SAGE. This book was released on 2020-07-06 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: This accessible and exciting new text looks at the implications of aesthetic labour for work and employment by contextualizing debates and offering a critical approach. The origins of aesthetic labour are explored, as well as the relevant theories from business and management, and sociology. Coverage includes key topics such as: corporate strategy; recruitment and selection practices; and discrimination. Key features include: - a range of case studies from across different types of organizations and popular culture - the exploration of topics such as branding, ′lookism′, ′dressing for success′ and cosmetic surgery - suggestions for further reading.
Download or read book Contemporary Human Resource Management written by Adrian Wilkinson and published by SAGE. This book was released on 2021-05-05 with total page 741 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by experts in the field, this well-established book provides a critical and academically rigorous exploration of the key functions, practices and issues in HRM today. The first part of Contemporary Human Resource Management covers fundamental HRM practices while the second half examines contemporary themes and issues such as work-place bullying, flexibility and emotion at work. Each chapter contains two thought-provoking case studies, encouraging readers to identify, examine and apply key concepts to real-world examples. This substantially revised sixth edition includes three completely new chapters and case studies on: HRM in SMEs The Future of Work Employee Wellbeing
Download or read book Managing Human Resources written by Stephen Bach and published by John Wiley & Sons. This book was released on 2009-02-09 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new and thoroughly revised edition of the best sellingPersonnel Management text by Stephen Bach provides anauthoritative analysis of the latest developments in the field forstudents and professionals. new chapters reflect the importance of the EU dimension; thenew diversity/race agenda led by Brussels; the extended, networkorganization; new training practices; and the growing importance ofMNCs, both for the UK economy as a whole and as a guide to bestpractice; clearly and comprehensively explains the current complex HRscene with its different levels and layers
