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Full-Text Articles in Business
The Impact Of Ict, Workplace Relationships And Management Styles On The Quality Of Work Life: Insights From The Call Centre Front Line, Zeenobiyah Nadiyah Hannif, Anne Cox, Shamika Fernando
The Impact Of Ict, Workplace Relationships And Management Styles On The Quality Of Work Life: Insights From The Call Centre Front Line, Zeenobiyah Nadiyah Hannif, Anne Cox, Shamika Fernando
Faculty of Business - Papers (Archive)
Using a case study approach, this paper investigates how workplace relationships, management styles and information and communication technologies (ICT) shape and influence the quality of work life (QWL) in two Australian call centres: Govtcall and Marketplus. In many ways, call centres epitomise the shift towards technology-based work, with ICT defining and dictating both the work process and the management of performance. While call centres now represent a critical element of the business cycle of many organisations, the use of ICT in the work process has led to the emergence of various job quality issues. This paper argues that workplace relationships …
Connectedness In Work Relationships And Quality Of Working Life: Evidence From Australian Call Centres, Zeenobiyah Nadiyah Hannif, Mario Fernando
Connectedness In Work Relationships And Quality Of Working Life: Evidence From Australian Call Centres, Zeenobiyah Nadiyah Hannif, Mario Fernando
Faculty of Business - Papers (Archive)
Although empirical studies examine how employees perceive their relationships with their coworkers, these studies fail to explain how the quality and strength of co-worker relationships determine the workers' overall quality of working life. Drawing from the growing workplace spirituality literature identifying connectedness at work as a key attribute of strong co-worker relationships and well being, in this paper, we examine the place of connectedness in the quality of co-worker relationships in two Australian call centres. Using the case study approach, we draw similarities and differences between two Australian call centres. Two quite different approaches to people management are found alongside …
When Non-Standard Work Becomes Precarious: Insights From The New Zealand Call Centre Industry, Zeenobiyah Nadiyah Hannif, Felicity Lamm
When Non-Standard Work Becomes Precarious: Insights From The New Zealand Call Centre Industry, Zeenobiyah Nadiyah Hannif, Felicity Lamm
Faculty of Business - Papers (Archive)
The issue of precarious employment has gained increasing currency over recent years, as OECD countries have shifted away from traditional standard employment models. Nevertheless, there has been little empirical research on the experiences of nonstandard workers and the links that can be established with precarious work. This article attempts to address this gap by introducing precarious employment as a sub-set of non-standard work and highlighting its distinguishing features. The Tucker model is introduced as a useful bridge between non-standard work and precariousness, and is used as a framework for examining employment experiences within two New Zealand call centres. Initial observations …