Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 11 of 11 for “"call centre employees"”.
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An exploration through the organisational metaphor: The precarious work and emotional labour experienced by call centre employees in India.
The call centre industry is one of the fastest-growing employment sectors, providing job opportunities globally. However, the nature and characteristics of jobs in call centres mean the centres are referred to as ‘electronic sweatshops’ where the jobs are said to be “dead end” with no progression. …
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Exploring employee well-being among precarious (fixed-term) call center workers
… employment has become a norm, especially in the call centre industry. In addition to the call centre environment being a major contributor to stress and job insecurity, the status of temporary employment brings along its own damaging outcomes for those employees impacted. That is, the experiences …
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The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator
… have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite …
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The relationship between retrenchment, organisational commitment, absenteeism and labour turnover in an information technology call centre
… the levels of organisational commitment of employees, absenteeism and subsequently labour turnover. There is a relative lack of research in South African organisations into the influence of retrenchments on employees within call centre environments that have undergone retrenchments. The aims …
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Understanding how a spiritual retreat enhances the search for meaning and fulfillment in a large corporate workplace /
… the concept of a spiritual retreat for frontline employees of a large corporate call centre. During a 1 day retreat, 4 call centre employees were introduced to various meditation and retreat activities. Follovsdng the retreat the participants were asked to incorporate the various meditations and …
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Optimisation methods for staff scheduling and rostering: an employee-friendly approach
The growth in the global call centre industry over the last twenty years has been huge. The main motivating factor for businesses to introduce call centres as their main vehicle for handling customer contacts has been that call centres are inherently efficient. Since the mid-1980's, UK businesses …
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Life in a Northern Town: Call Centres, Labour Markets and Identity in Post-Industrial Middlesbrough
… sector employment, typified in this study by call centres. Call centres emerged in the 1990s as a cost-saving efficient delivery system for companies to handle customer contact through the marriage of telecommunications and new information technologies. As a new form of employment, call …
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The extent to which a basic financial literacy programme delivered to over-indebted call-centre agents enables transformative learning to take place
… experienced by a large number of a Company's call-centre employees, a basic financial literacy workshop was conceptualised, implemented and offered to employees. However, while some participants found the learning helpful in alleviating their indebtedness to a lesser or greater degree, others …
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The prevention of internal identity theft-related crimes: a case study research of the UK online retail companies.
… of information systems (IS) by the dishonest employees to steal victims’ personal identifiable data. The crimes pose significant socio-economic impact and data security risks. In the context of online retail, relatively little research has been done to prevent IIDTRC. A few studies focus on …
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Workplace resistance in a call centre environment
The growth and development of call centres in the UK has been one of the most significant economic trends to emerge following protracted de-industrialisation and the associated decline of the manufacturing base. In the period of this thesis for example (1999-2004), the call centre sector was the …