Show simple item record

dc.contributor.advisorRussell, Bob
dc.contributor.advisorThite, Mohan
dc.contributor.authorDe, Sangitaen_US
dc.date.accessioned2018-01-23T02:18:20Z
dc.date.available2018-01-23T02:18:20Z
dc.date.issued2011en_US
dc.identifier.urihttp://hdl.handle.net/10072/365428
dc.description.abstractCall centres have emerged, in the past decade, as a dominant mode of contact between organisations and their customers, both in public and private sectors as well as in profit and not-for-profit sectors. They have become the platform for rich discussions by researchers on info service work, exploring the implications on numerous organisational, work and management practices. The literature on call centres however, tends to focus on employees and their employment conditions with little commentary upon managerial issues. There seems to be a conspicuous omission in expounding the "voice of the manager" in call centres. This study provides a contextualised critical analysis of the managerial role by examining how it varies in different types of call centre organisations. It focuses on the role of the General Manager - those who are formally the head or in-charge of the call centre unit. The unit of inquiry is the 'role' and not the person who occupies the role.en_US
dc.languageEnglishen_US
dc.publisherGriffith Universityen_US
dc.publisher.placeBrisbaneen_US
dc.rights.copyrightThe author owns the copyright in this thesis, unless stated otherwise.en_US
dc.subject.keywordsCall Centresen_US
dc.subject.keywordsProfessional service modelen_US
dc.subject.keywordsMass customised modelen_US
dc.title"The Manager's Voice": A Critical Examination of the Manager's role in the Call Centreen_US
dc.typeGriffith thesisen_US
gro.facultyGriffith Business Schoolen_US
gro.description.notepublicLetter on Page 367 has been removed from the digital copy because it includes a signature.en_US
gro.hasfulltextFull Text
dc.rights.accessRightsPublicen_US
gro.identifier.gurtIDgu1337584600079en_US
gro.source.ADTshelfnoADT0en_US
gro.source.GURTshelfnoGURT1199en_US
gro.thesis.degreelevelThesis (PhD Doctorate)en_US
gro.thesis.degreeprogramDoctor of Philosophy (PhD)en_US
gro.departmentGriffith Business Schoolen_US
gro.griffith.authorDe, Sangita


Files in this item

This item appears in the following Collection(s)

Show simple item record