... – in Indian call centres. Design/methodology/approach A path model is developed to investigate the direct and mediation effects between the assessed variables. The study utilised a survey of 250 call centre employees working in five business process management firms based in India. Findings...

... of procedural justice on turnover intentions and that supervisory commitment mediates the effect of interpersonal justice on turnover intentions. Design/methodology/approach Surveys were administered to 212 call center employees to measure the effects of procedural justice, interpersonal justice...

... call center agents. In the second phase, 991 surveys were administered to quantitatively test the hypothesized relationships between the study variables. Findings Results show that work‐life conflict predicts intent to leave over and beyond that explained by job satisfaction. Findings also show...

..., the paper moves the discussion on the sector beyond the importance of CCs as a source of job creation, and considers the type of jobs that are being provided and under which conditions. © Emerald Group Publishing Limited 2009 Job satisfaction Call centres Management strategy Employee...

...Keith Townsend Purpose There appear to be many paradoxes within the management of the growing call centre sector. The purpose of this paper is to consider one of these paradoxes, the extensive recruitment and training regimes in workplaces that are faced with very high levels of turnover...

...Paul J. Gollan Purpose This research aims to examine non‐union and union representative arrangements at the Eurotunnel call centre and assesses their effectiveness in representing the needs of employees. Design/methodology/approach The research examines these issues over a five‐year period...

... the period of the introduction of the changes. Findings The results of the interventions within the call centre indicated improvements in employee perceptions of their work situation as measured by the dimensions of the survey instrument. In addition, performance also improved during this time. However...