What's Trust Got to Do with it? Perceptions of trust in call centres

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dc.contributor.author Hannif, Zeenobiyah en_US
dc.contributor.author Connell, Julia en_US
dc.contributor.author Burgess, John en_US
dc.contributor.author Mcdonnell, Anthony en_US
dc.contributor.editor F Laneyrie, L Li and R Markey en_US
dc.date.accessioned 2014-04-03T01:25:31Z
dc.date.available 2014-04-03T01:25:31Z
dc.date.issued 2011 en_US
dc.identifier 2012002390 en_US
dc.identifier.citation Burgess, John et al. 2011, 'What's Trust Got to Do with it? Perceptions of trust in call centres', AIRAANZ, Australia, en_US
dc.identifier.issn en_US
dc.identifier.other E1UNSUBMIT en_US
dc.identifier.uri http://hdl.handle.net/10453/23315
dc.description.abstract In the organisational context, high-trust relations can be seen as both conducive to and an indicator of a positive and productive workplace climate. Since their emergence, call centres have been criticised in the literature for poor people management. The evidence raised in the extensive body of literature suggests these organisations contain low-trust conditions. This study aimed to gauge trust from the perspective of those on the front-line, and adopted an exploratory approach to examine (a) the extent to which Customer Service Representatives (CSRs) trust their supervisors and managers and (b) the conditions under which !"#$%"&'(%')%"*+,(%-). and maintained. Surveys and focus groups were conducted with CSRs in ten call centres. Findings su//)%"' !"#$%"&' )0(%"%' .)%1(")' "-)' existence of low-discretion practices, while higher trust relations can be associated with conditions more likely to exist in a small call centres. en_US
dc.language en_US
dc.publisher AIRAANZ en_US
dc.relation.isbasedon en_US
dc.title What's Trust Got to Do with it? Perceptions of trust in call centres en_US
dc.parent Proceedings of 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), Dialogue Down-under. en_US
dc.journal.volume en_US
dc.journal.number en_US
dc.publocation Australia en_US
dc.identifier.startpage en_US
dc.identifier.endpage en_US
dc.cauo.name BUS.School of Management en_US
dc.conference Verified OK en_US
dc.for 150300 en_US
dc.personcode 108851 en_US
dc.personcode 104609 en_US
dc.personcode 0000047268 en_US
dc.personcode 0000065638 en_US
dc.percentage 100 en_US
dc.classification.name Business and Management en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity 20130202 en_US
dc.location.activity Auckland, New Zealand en_US
dc.description.keywords en_US


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