Call Centres and Human Resource Management

A Cross-National Perspective

  • Stephen Deery
  • Nicholas Kinnie

Table of contents

  1. Front Matter
    Pages i-xi
  2. Introduction: The Nature and Management of Call Centre Work

    1. Stephen Deery, Nicholas Kinnie
      Pages 1-22
  3. Managerial Strategies and Employment Practices

  4. Characteristics and Organizational Features of Call Centre Work

  5. Effects of Call Centre Work on Employees

  6. Back Matter
    Pages 285-295

About this book


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.


HRM human resource management human resources job satisfaction management organization service strategy

Editors and affiliations

  • Stephen Deery
    • 1
  • Nicholas Kinnie
    • 2
  1. 1.King’s College LondonUK
  2. 2.School of ManagementUniversity of BathUK

Bibliographic information