Work

Study of HRM strategies for empowering call centre staff

Year: 2007

Type: conference-paper

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.

Source: OPUS - Open Publications of UTS Scholars (University of Technology Sydney)

Authors: KM Chan, John Chelliah, Dawn Davis

Language: English

Topic: Employee Performance and Management

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: green

OpenAlex ID: W1154259531

FWCI:

Cites: 19

Cited by:

Related to: 10