What's Trust Got to Do with it? Perceptions of trust in call centres

Hannif, ZN; Connell, JA; Burgess, J; McDonnell, A

What's Trust Got to Do with it? Perceptions of trust in call centres

Hannif, ZN Connell, JA

Burgess, J McDonnell, A

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Publisher:: AIRAANZ
Publication Type:: Conference Proceeding
Citation:: Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under., 2011
Issue Date:: 2011-01

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Field	Value	Language
dc.contributor.author	Hannif, ZN	en_US
dc.contributor.author	Connell, JA https://orcid.org/0000-0001-9604-6756	en_US
dc.contributor.author	Burgess, J	en_US
dc.contributor.author	McDonnell, A	en_US
dc.contributor.editor	Laneyrie, F	en_US
dc.contributor.editor	Li, L	en_US
dc.contributor.editor	Markey, R	en_US
dc.date	2011-02-01	en_US
dc.date.issued	2011-01	en_US
dc.identifier.citation	Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under., 2011	en_US
dc.identifier.uri	http://hdl.handle.net/10453/23315
dc.description.abstract	In the organisational context, high-trust relations can be seen as both conducive to and an indicator of a positive and productive workplace climate. Since their emergence, call centres have been criticised in the literature for poor people management. The evidence raised in the extensive body of literature suggests these organisations contain low-trust conditions. This study aimed to gauge trust from the perspective of those on the front-line, and adopted an exploratory approach to examine (a) the extent to which Customer Service Representatives (CSRs) trust their supervisors and managers and (b) the conditions under which 'trust' is established and maintained. Surveys and focus groups were conducted with CSRs in ten call centres. Findings suggest 'trust' exists despite the existence of low-discretion practices, while higher trust relations can be associated with conditions more likely to exist in a small call centres.	en_US
dc.publisher	AIRAANZ	en_US
dc.relation.ispartof	Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under.	en_US
dc.relation.ispartof	Association of Industrial Relations Academics of Australia and New Zealand Conference	en_US
dc.title	What's Trust Got to Do with it? Perceptions of trust in call centres	en_US
dc.type	Conference Proceeding
utslib.location	Australia	en_US
utslib.location.activity	Auckland, New Zealand	en_US
utslib.for	1503 Business and Management	en_US
dc.location.activity	Auckland, New Zealand	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/DVC (Research)
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Strength - CMOS - Centre for Management and Organisation Studies
utslib.copyright.status	closed_access
pubs.consider-herdc	false	en_US
pubs.finish-date	2011-02-04	en_US
pubs.place-of-publication	Australia	en_US
pubs.start-date	2011-02-01	en_US

Abstract:

In the organisational context, high-trust relations can be seen as both conducive to and an indicator of a positive and productive workplace climate. Since their emergence, call centres have been criticised in the literature for poor people management. The evidence raised in the extensive body of literature suggests these organisations contain low-trust conditions. This study aimed to gauge trust from the perspective of those on the front-line, and adopted an exploratory approach to examine (a) the extent to which Customer Service Representatives (CSRs) trust their supervisors and managers and (b) the conditions under which 'trust' is established and maintained. Surveys and focus groups were conducted with CSRs in ten call centres. Findings suggest 'trust' exists despite the existence of low-discretion practices, while higher trust relations can be associated with conditions more likely to exist in a small call centres.

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

http://hdl.handle.net/10453/23315