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.

ROSEMARY BATT Alice Cook Professor of Women and Work, Cornell University VICKI BELT Lecturer in Management, University of Newcastle on Tyne Business School GEORGE CALLAGHAN Lecturer, Open University Business School CAROLINE COLLIN-JACQUES School of Management, Royal Holloway College SUE FERNIE Department of Industrial Relations, London School of Economics PAUL GOLLAN Lecturer, Department of Industrial Relations, London School of Economics DAVID HOLMAN Senior Research Fellow, ESCR Centre for Organisation and Innovation, Institute of Work Psychology, Sheffield University MAEVE HOULIHAN Lecturer in Organisational Behaviour, Business Administration Department, University College Dublin ROD IVERSON LISA MOYNIHAN JON PARSONS Director of Giocoso Ltd PAUL THOMPSON Professor of Organisational Analysis, University of Strathclyde DIANE VAN DEN BROEK Lecturer in Work and Organisational Studies, University of Sydney JANET WALSH Reader in Human Resource Management, King's College London