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dc.contributor.authorTownsend, Keithen_US
dc.date.accessioned2017-04-04T18:36:06Z
dc.date.available2017-04-04T18:36:06Z
dc.date.issued2007en_US
dc.date.modified2009-12-17T22:31:25Z
dc.identifier.issn00483486en_US
dc.identifier.doi10.1108/00483480710731383en_AU
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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherEmerald Group Publishing Ltd.en_US
dc.publisher.placeUKen_US
dc.publisher.urihttp://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=g7o6qmr6ata502adie2g77htl5&id=pren_AU
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom476en_US
dc.relation.ispartofpageto490en_US
dc.relation.ispartofissue3en_AU
dc.relation.ispartofjournalPersonnel Reviewen_US
dc.relation.ispartofvolume36en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350203en_US
dc.titleRecruitment, training and turnover: another call centreparadoxen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2007
gro.hasfulltextNo Full Text


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