Calling on compensation in Australian call centres

References

ACA Research (1998) Call Centre Hang-ups: The Call Centre Agent Report. The Impact on Profit and Productivity, July.

Arkin A (1997) Hold the production line, People Management 3(3): 22-27.

Bain P and Taylor P (2000) Entrapped by the 'electronic panopticon'? Worker resistance in the call centre, New Technology, Work and Employment 15(1): 2-18.

Bergmann TJ and Scarpello VG (2001) Compensation decision making 4^th edn, Harcourt College, Fort Worth.

Brief AP and Aldag RJ (1989) The economic functions of work, in Rowland KM and Ferris GR (eds) Research in personnel and human resource management. JAI, Greenwich.

Collinson M, Rees C, Edwards PK and Inness L (1998) Involving employees in total quality management, Employment Relations Research Series no. 1, Department of Trade and Industry, HMSO, London

Fernie S and Holman D (2000) Can I help you? Centrepiece 5(1), Centre for Economic Performance, London School of Economics.

Fernie S and Metcalf D (1998) (Not) hanging on the telephone: Payments systems in the new sweatshops, Centre for Economic Performance, London School of Economics.

Festing M and Groening Y (1997) Personal management in Call Center, Personalwirtschaft, Heft 12(5): 48-53.

Frenkel SJ, Tam M, Korczynski M and Shire K (1998) Beyond bureaucracy? Work organization in call centres, International hool.

Kinnie N, Hutchinson S and Purcell J (2000) 'Fun and surveillance': The paradox of high commitment management in call centres, International Journal of Human Resource Management 11(5): 967-985.

Knights D and McCabe D (1998) What happens when the phone goes wild? Staff, stress and spaces for escape in a BPR telephone banking work regime, Journal of Management Studies 5(2): 163-194.

Lewis P (2000) Exploring Lawler's new pay theory through the case of Finbank's reward strategy for managers, Personnel Review 29(1): 10-32.

Luthans F and Stajkovic AD (1999) Reinforce for performance: The need to go beyond pay and even rewards, The Academy of Management Executive 13(2): 49-57.

Mackay K and Johnson EK (1999) The strategic management of human resources in New Zealand organizations, McGraw-Hill, Auckland.

Noe RA, Hollenbeck JR, Gerhart B and Wright PA (1997) Human resource management. Gaining a competitive advantage 2^nd edn, Irwin, Chicago.

Parus B (1999) Designing a total rewards programme to retain critical talent in the new millennium, ACA News 42(February): 20-23.

Richardson R and Marshall IN (1996) The growth of telephone call centres in peripheral areas of Britain: Evidence from Tyne and Wear, Area 28(3): 308-317.

Rynes SL and Milkovich GT (1986) Wage surveys: Dispelling some myths about the 'market wage', Personnel Psychology 39: 71-90.

Schneider B and Bowen D (1993) The service organization: human resources management is crucial, Organizational Dynamics 21(4): 39-52.

Taylor P and Bain P (1999) 'An assembly line in the head': Work and employee relations in the call centre, Industrial Relations Journal 30(2): 101-116.

Thaler-Carter RE (1999) Why sit and answer the phone all day? HR Magazine 44(3): 98-104.

Von Glinow M (1993) Diagnosing 'best practice' in human resource management practices, Research in Personnel and Human Resource Management Suppl 3: 95-112.

Wallace CM, Eagleson G and Waldersee R (2000) The sacrificial HR strategy in call centres, International Journal of Service Industry Management II(2): 174- 184.

Walsh J and Deery S (1999) Understanding the peripheral workforce: evidence from the service sector, Human Resource Management Journal 9(2): 50-63.

Wilson TB (1998) Reward strategy: time to rethink the methods and the messages, ACA Journal 7(2)Summer: 62-69.

Winslow CD and Bramer WL (1994) Futurework, Free Press, New York.

Wylie I (1997) The human answering machines, Guardian 26 July: 23.