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Human Resource Management and Performance in UK Call Centres


  • Stephen Wood
  • David Holman
  • Christopher Stride


Using data from a sample of 145 UK call centres, the authors test the core propositions of the strategic human resource management (SHRM) approach that: (a) there are coherent links through the SHRM chain from strategy, through operational requirements, to work design and human resource management, and (b) the fit between the human resource practices and market factors determines organizational performance. Little support for these hypotheses is found as only (a) a few direct relationships between the elements of the SHRM chain are found, and (b) direct relationships, rather than those moderated by market factors, are found between human resource practices and performance. But key operational requirements are linked to work design, which is itself related to a limited number of human resource practices. The direct effects of work design on key performance indicators are more pronounced than those of human resource practices. Copyright Blackwell Publishing Ltd/London School of Economics 2006.

Suggested Citation

  • 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.
  • Handle: RePEc:bla:brjirl:v:44:y:2006:i:1:p:99-124

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    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. Almudena Cañibano & David Marsden, 2009. "Participation in Organisations: Economic Approaches," CEP Discussion Papers dp0945, Centre for Economic Performance, LSE.
    5. repec:zbw:espost:167316 is not listed on IDEAS
    6. 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.

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