IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-00433051.html
   My bibliography  Save this paper

Les centres d'appel en France: mobilisation et mobilité des salariés face à un système hybride de travail

Author

Listed:
  • Caroline Lanciano-Morandat

    (LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique)

  • Hiroatsu Nohara

    (LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique)

  • Robert Tchobanian

    (LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique)

Abstract

The call center is increasingly becoming a strategic customer relationships organisation. This device aims at the same time to decrease production costs by industrialization of customer service and to improve the service quality. It produces a hybrid system of work, driven by the tension between quantity and quality production criteria. Based on data collected from 210 French call centers, this paper aims to test the relations between business contexts, choices of production model, HRM tools and working conditions. Indicators such as voluntary quit rates and of illness absenteeism are used to characterize the diversity of forms of employees' mobilization and mobility.

Suggested Citation

  • Caroline Lanciano-Morandat & Hiroatsu Nohara & Robert Tchobanian, 2009. "Les centres d'appel en France: mobilisation et mobilité des salariés face à un système hybride de travail," Post-Print halshs-00433051, HAL.
    • Handle: RePEc:hal:journl:halshs-00433051
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00433051
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-00433051/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Stephen Wood & David Holman & Christopher Stride, 2006. "Human Resource Management and Performance in UK Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 44(1), pages 99-124, March.
    2. Marie Claire Villeval, 2005. "Nouvelles conditions de travail : satisfaction ou résignation ?," Post-Print halshs-00157177, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Marsden, David & Cañibano, Almudena, 2009. "Participation in organisations: economic approaches," LSE Research Online Documents on Economics 25167, London School of Economics and Political Science, LSE Library.
    2. Argyro Avgoustaki & Hans T. W. Frankort, 2019. "Implications of Work Effort and Discretion for Employee Well-Being and Career-Related Outcomes: An Integrative Assessment," ILR Review, Cornell University, ILR School, vol. 72(3), pages 636-661, May.
    3. Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
    4. Daniel Nyberg & Graham Sewell, 2014. "Collaboration, Co-operation or Collusion? Contrasting Employee Responses to Managerial Control in Three Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 52(2), pages 308-332, June.
    5. Diogo Gonçalves-Candeias & Maria José Chambel & Vânia Sofia Carvalho, 2021. "Is Stress in Contact Centers Inevitable?," IJERPH, MDPI, vol. 18(6), pages 1-17, March.
    6. Mazen M. Al Shobaki & Samy S. Abu Naser & Youssef M. Abu Amuna & Suliman A. El Talla, 2017. "The Efficiency of Information Technology and its Role of e- HRM in the Palestinian Universities," Post-Print hal-01572642, HAL.
    7. Bill Harley & Belinda C. Allen & Leisa D. Sargent, 2007. "High Performance Work Systems and Employee Experience of Work in the Service Sector: The Case of Aged Care," British Journal of Industrial Relations, London School of Economics, vol. 45(3), pages 607-633, September.
    8. Vânia Carvalho & Maria Chambel, 2014. "Work-to-Family Enrichment and Employees’ Well-Being: High Performance Work System and Job Characteristics," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 119(1), pages 373-387, October.
    9. Xiangmin Liu & Danielle D. van Jaarsveld & Yoshio Yanadori, 2022. "Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce," British Journal of Industrial Relations, London School of Economics, vol. 60(2), pages 348-370, June.
    10. Al Shobaki, Mazen J. & Abu Naser, Samy S. & Abu Amuna, Youssef M. & El Talla, Suliman A., 2017. "The Efficiency of Information Technology and its Role of e-HRM in the Palestinian Universities," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 1(5), pages 36-55.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-00433051. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.