Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?

Links between different forms of workplace governance and economic and industrial relations performance outcomes have become an important focus of research in recent years. Most of this work has involved statistical analysis using nationally representative survey data (see, for example Fernie and Metcalf, 1995; Lasaosa, Wood and de Menezes, 2001). This chapter, by contrast, uses case studies and examines the effects of human resource management practices in three different workplaces (call centres) owned by the same firm.