...Joana Story; Filipa Castanheira Purpose The purpose of this paper is to examine the relationship between hybrid HR systems in call centers and their effect on workers' performance. Design/methodology/approach Drawing on a sample of 337 call center operator-supervisor dyads, the authors...

...Ma. Regina M. Hechanova Purpose This study sought to explain the high turnover rates in Philippine call centers using a cultural lens. Specifically, the study looks at the phenomenon of work‐life conflict and its impact on turnover intent. It also examined the moderating role of perceived...