Human Resource Management and the Permeable Organization: The Case of the Multi-Client Call Centre
dc.contributor.author | Grugulis, C. Irena | * |
dc.contributor.author | Cooke, F.L. | * |
dc.contributor.author | Rubery, J. | * |
dc.contributor.author | Carroll, M. | * |
dc.date.accessioned | 2009-06-24T11:13:13Z | |
dc.date.available | 2009-06-24T11:13:13Z | |
dc.date.issued | 2009-06-24T11:13:13Z | |
dc.identifier.citation | Grugulis, C.I., Cook, F.L., Rubery, J. and Carroll, M. (2004) Human Resource Management and the permeable organization: The Case of the Multi-Client Call Centre. Journal of Management Studies. Vol. 41, No. 41, pp. 1199-1222. | en |
dc.identifier.uri | http://hdl.handle.net/10454/2845 | |
dc.description | No | en |
dc.description.abstract | Despite the interest over recent years in the fragmentation of organizations and the development of contracting, little attention has been paid to the impact of the associated inter-organizational relationships on the internal organization of employment. Inter-organizational relations have been introduced primarily as a means of externalizing - and potentially rendering invisible - employment issues and employment relations. In a context where inter-organizational relationships appear to be growing in volume and diversity, this constitutes a significant gap in the literature that this paper in part aims to fill. The purpose of the paper is two-fold: to develop a framework for considering the internal and external organizational influences on employment and to apply this framework within a case study of a multi-client outsourcing call centre. We explore the interactions between internal objectives, client demands and the use of external contracting in relation to three dimensions of employment policy: managing the wage-effort bargain, managing flexibility and managing commitment and performance. It is the interplay between these factors in a dynamic context that provides, we suggest, the basis for a more general framework for considering human resource policy in permeable organizations. | en |
dc.language.iso | en | en |
dc.relation.isreferencedby | http://www3.interscience.wiley.com/cgi-bin/fulltext/118756724/PDFSTART | en |
dc.subject | Human Resource Management | en |
dc.subject | Multi-Client call Centres | en |
dc.subject | Inter organizational relationships | en |
dc.subject | Employment relationships | en |
dc.subject | Call Centres | en |
dc.title | Human Resource Management and the Permeable Organization: The Case of the Multi-Client Call Centre | en |
dc.status.refereed | Yes | en |
dc.type | Article | en |
dc.type.version | No full-text available in the repository | en |