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Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre

In: Call Centres and Human Resource Management

Author

Listed:
  • Nicholas Kinnie
  • Jon Parsons

Abstract

Although research into call centres is growing fast most studies pay little attention to the context within which these organizations operate. This is 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 they form relationships which vary in nature, depth and duration.1

Suggested Citation

  • Nicholas Kinnie & Jon Parsons, 2004. "Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 5, pages 102-126, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-28880-5_5
    DOI: 10.1057/9780230288805_5
    as

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