Study of HRM strategies for empowering call centre staff

Chan, KM; Chelliah, J; Davis, D

Study of HRM strategies for empowering call centre staff

Chan, KM Chelliah, J

Davis, D

Permalink

Publisher:: ANZAM
Publication Type:: Conference Proceeding
Citation:: Proceedings of the 21st ANZAM 2007 Conference: Managing Our Intellectual and Social Capital, 2007, pp. 1 - 15
Issue Date:: 2007-01

Open Access

Copyright Clearance Process

Recently Added
In Progress
Open Access

This item is open access.

Adobe PDF

Download full textAdobe PDF (108.76 kB)

View statistics

Full metadata record

Field	Value	Language
dc.contributor.author	Chan, KM	en_US
dc.contributor.author	Chelliah, J https://orcid.org/0000-0003-2351-3784	en_US
dc.contributor.author	Davis, D	en_US
dc.contributor.editor	Chapman, R	en_US
dc.date	2007-12-04	en_US
dc.date.issued	2007-01	en_US
dc.identifier.citation	Proceedings of the 21st ANZAM 2007 Conference: Managing Our Intellectual and Social Capital, 2007, pp. 1 - 15	en_US
dc.identifier.isbn	186308 140 2	en_US
dc.identifier.uri	http://hdl.handle.net/10453/2249
dc.description.abstract	This study of the Accor call centre in Sydney is designed to show how employee empowerment practices that evolved at a time of significant competitive challenge to the business are viewed by employees working as call centre consultants. It also demonstrates how empowerment works both in ess and content terms within this service-oriented environment. The findings confirm that employees view empowerment initiatives as enhancing their motivation levels and as a positive factor that contributes to their job enrichment, organisational learning and higher productivity.	en_US
dc.publisher	ANZAM	en_US
dc.relation.ispartof	Proceedings of the 21st ANZAM 2007 Conference: Managing Our Intellectual and Social Capital	en_US
dc.relation.ispartof	Australian and New Zealand Academy of Management Conference	en_US
dc.title	Study of HRM strategies for empowering call centre staff	en_US
dc.type	Conference Proceeding
utslib.location	Sydney, Australia	en_US
utslib.location.activity	Sydney, Australia	en_US
utslib.for	150312 Organisational Planning and Management	en_US
utslib.for	150308 International Business	en_US
utslib.for	150305 Human Resources Management	en_US
dc.location.activity	Sydney, Australia	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	open_access
pubs.consider-herdc	true	en_US
pubs.place-of-publication	Sydney, Australia	en_US
pubs.start-date	2007-12-04	en_US

Abstract:

This study of the Accor call centre in Sydney is designed to show how employee empowerment practices that evolved at a time of significant competitive challenge to the business are viewed by employees working as call centre consultants. It also demonstrates how empowerment works both in ess and content terms within this service-oriented environment. The findings confirm that employees view empowerment initiatives as enhancing their motivation levels and as a positive factor that contributes to their job enrichment, organisational learning and higher productivity.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/2249