@inbook{bfbf35bf48694d02a041e0a2e3a7c009,
title = "Finding Their Voice: Call Centre Employees in a Continuous Service Delivery Context",
abstract = "Much has been written about call centres but not from the perspective of employee voice in an organisational context where work is highly individualised and the work pace is intensive and underpinned by {\textquoteleft}churn and burn{\textquoteright} HR. The issue is most usefully studied by examining the nature and extent of employee voice in both onshore and offshore contexts.",
author = "John Burgess and Julia Connell and Anthony Mcdonnell",
year = "2018",
month = dec,
day = "17",
doi = "10.1007/978-981-13-2820-6_9",
language = "English",
isbn = "9789811328190",
series = "Work, Organization, and Employment",
publisher = "Springer Singapore",
pages = "169--181",
editor = "Peter Holland and Julian Teicher and Jimmy Donaghey",
booktitle = "Employee Voice at Work",
}