... for the case study were collected by conducting interviews. The data were gathered to identify if the work experience of the call center operators reflects the Tayloristic principles of scientific management, whether their responses reflect evidence of internalizing norms and adjusting their selves to fit...

...Alessandro Laureani; Jiju Antony; Alex Douglas Purpose This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach The study draws on process information and primary data from a real project...

... appropriate employee outcomes in a call centre context. Design/methodology/approach The research draws on Purcell's “People‐Performance Model” as a sensitising framework to inform an in‐depth case study of a call centre. This provides a mechanism to unlock the HRM‐Performance black box by focusing...