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dc.contributor.authorTownsend, Keith
dc.date.accessioned2017-05-03T14:02:06Z
dc.date.available2017-05-03T14:02:06Z
dc.date.issued2007
dc.date.modified2009-12-17T22:31:25Z
dc.identifier.issn0048-3486
dc.identifier.doi10.1108/00483480710731383
dc.identifier.urihttp://hdl.handle.net/10072/27704
dc.description.abstractPurpose - There appear to be many paradoxes within the management of the growing call centre sector. The purpose of this paper is to consider one of these paradoxes, the extensive recruitment and training regimes in workplaces that are faced with very high levels of turnover. Design/methodology/approach - This research is of a single worksite, a call centre of a public utilities company. The research method was non-participant observation over a seven-month period coupled with ten interviews with key personnel. Findings - It was found that the organisation was able to offset the costs of training and recruitment through internal transfers within the larger organisation. Research limitations/implications - It is a single site study, hence, while of substantial depth the findings are not generalisable. More broad based research is required in the area. Practical implications - A useful source of information for practitioners in call centres, as well as researchers in the area of recruitment, training and call centres. Originality/value - This paper provides a valuable insight into an area of call centres that has not been adequately investigated; that of recruitment and training employees for emotional labour.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherEmerald Group Publishing Ltd.
dc.publisher.placeUK
dc.publisher.urihttp://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=g7o6qmr6ata502adie2g77htl5&id=pr
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom476
dc.relation.ispartofpageto490
dc.relation.ispartofissue3
dc.relation.ispartofjournalPersonnel Review
dc.relation.ispartofvolume36
dc.rights.retentionY
dc.subject.fieldofresearchPolicy and administration
dc.subject.fieldofresearchcode4407
dc.titleRecruitment, training and turnover: another call centre paradox
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2007
gro.hasfulltextNo Full Text
gro.griffith.authorTownsend, Keith J.


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