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

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dc.contributor.author Hannif, ZN
dc.contributor.author Connell, JA
dc.contributor.author Burgess, J
dc.contributor.author McDonnell, A
dc.contributor.editor Laneyrie, F
dc.contributor.editor Li, L
dc.contributor.editor Markey, R
dc.date.accessioned 2014-04-03T01:25:31Z
dc.date.issued 2011-01
dc.identifier.citation Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under., 2011
dc.identifier.other E1UNSUBMIT 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 !"#$%"&'(%')%"*+,(%-). and maintained. Surveys and focus groups were conducted with CSRs in ten call centres. Findings su//)%"' !"#$%"&' )0(%"%' .)%1(")' "-)' existence of low-discretion practices, while higher trust relations can be associated with conditions more likely to exist in a small call centres.
dc.format Shannon Brown
dc.publisher AIRAANZ
dc.title What's Trust Got to Do with it? Perceptions of trust in call centres
dc.type Conference Proceeding
dc.parent Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under.
dc.journal.number en_US
dc.publocation Australia en_US
dc.publocation Australia
dc.publocation Australia
dc.publocation Australia
dc.identifier.startpage en_US
dc.identifier.endpage en_US
dc.cauo.name BUS.School of Management en_US
dc.conference Verified OK en_US
dc.for 1503 Business and Management
dc.personcode 108851 en_US
dc.personcode 104609 en_US
dc.personcode 0000047268 en_US
dc.personcode 0000065638 en_US
dc.percentage 100 en_US
dc.classification.name Business and Management en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity 20130202 en_US
dc.date.activity 2013-02-02
dc.date.activity 2013-02-02
dc.date.activity 2013-02-02
dc.location.activity Auckland, New Zealand en_US
dc.location.activity Auckland, New Zealand
dc.location.activity Auckland, New Zealand
dc.location.activity Auckland, New Zealand
dc.description.keywords en_US
pubs.embargo.period Not known
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/Faculty of Business/School of Management
pubs.organisational-group /University of Technology Sydney/Strength - Management and Organisation Studies


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