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论文编号: lw200802211748275160
论文属性: Courswork
论文语言:English
论文国家:Australia
登出日期: 2008-02-21  
字数: 3316
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价格: 150
 
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No. 2, pp. 257-270.

Boxall,B.E. and Huselid,M.A. (1999) “Strategic Human Resource  Management: where have we come from and where should we be going?” International Journal of Management Review, Vol.2, pp.183-203.

Butler, D.L. (2004),“Bottom-Line Call Centre Management: creating a culture of accountability and excellent customer service”, Elsevier, New York.

Chambel, M.J. & Castanheira, F. (2005). “Different temporary work status, different behaviours in organization”, Journal of Business and Psychology, Vol.20, No.3, pp.351-357.

Chan, L.L.M., Shaffer, M.A & Snape, E. (2004) “In Search of Sustained Competitive Advantage: The Impact of Organisational Culture, Competitive Strategy and Human Resource Management Practices on Firm Performance.” International Journal of Human Resource Management Vol 15, Issue 1: 17-35.

Coghlan, D. (1993), "A person-centred approach to dealing with resistance to change", Leadership & Organization Development Journal, Vol. 14 No. 4, pp. 10-14

Coen, D., (2001), “Building Call Centre Culture”, Tarzana, CA: DCD Publishing

Crome, M. (1998), “Call centres: battery farming or free range?”, Industrial and Commercial Training, Vol. 30, Iss. 4.

De Cieri, H., Kramar, R., Note, R., Hollenbeck, J., Gerhart, B. & Wright, P. (2005), Human Resource Management in Australia. Strategy- people- performance. (2nd edition), Mc-Graw-Hill: Sydney.

Deary, S., Iverson, R. & Walsh, J. (2002), “Work relationships in telephone call centres: understan英语论文网 【http://www.51lunwen.org】ding emotional exhaustion and employee withdrawal”, Journal of Management Studies, Vol. 39, No. 4, pp.471-496.

Deery, S., Brown, M., Plowman, D. & Walsh, J. (2001), Industrial Relations: A contemporary analysis, McGraw-Hill, NSW.

Kyle, N. (1993), "Staying with the flow of change", Journal for Quality and Participation, Vol. 16 No. 4, pp. 34-42.

Michie,J., and Sheehan,M. (2005) “Business strategy,human resources,labour market flexibility and competitive advantage”, International Journal of Human Resource Management,Vol.16,pp. 445-464.

Myers, K. and Robbins, M. (1991), "10 rules for change", Executive Excellence, Vol. 8 No. 5, pp. 9-10.

Nadler, D.A. (1981), "Managing organizational change: an integrative perspective", The Journal of Applied Behavioural Science, Vol. 17 No. 2, pp. 191-211.

Sprigg, C.A., Smith, P.R. & Jackson, P.R. (2003), “Psychosocial risk factors in call centres: An evaluation of work design and well-being”, Health and Safety Executive, pp.1-81.

Steinburg, C. (1992), "Taking charge of change", Training and Development, Vol. 46 No. 3, pp. 26-32.

Sumukadas, N. (2006), “Employee involvement: a hierarchical conceptualisation of its effect on quality’, Journal of Quality & Reliability Management, Vol. 23, Iss. 2.

Zaltman, G. and Duncan, R. (1977), Strategies for Planned Change, John Wiley & Sons, New York, NY.
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