The Flexible Workforce in the Knowledge Economy: A case study examining the perceptions of call centre staff and influence of flexible work practices to job satisfaction in a multi-national call centre operating in Australia
This paper explores the nature of workplace flexibility in an Australian Call Centre by comparing flexible practices to employee’s perceptions and job satisifaction on these criteria.
International Journal of Knowledge, Culture and Change Management, Volume 3.
Article: Print (Spiral Bound), ISSN: 1447-9524,
Article: Electronic (PDF File; 102.450KB), ISSN: 1447-9575,
John Annakis: BA (Soc Sci) Latrobe ; Grad Dip Urb Policy & Research SUT. MBA RMIT Research interests in Surveillance and Flexibility in Call Centre Centres, and Knowledge Management Education . My areas of teaching and research include cross cultural management, knowledge management, industrial relations and organisational change and my Phd research is in the area of flexibility and surveillance in call centres.
Dr Barbara Lasky is a Senior Lecturer in Human Resources Management and Organization Behavior in a School of Business. Her research interests include management of change, mentoring in higher education, and action learning and narrative methodologies. She has published nationally and internationally.
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