Leaders’ learning orientation and the HCM-turn in call centres
Research on call centres is increasingly concerned with high levels of work intensification and unveils deep-seated contradictions in this new form of service organizations. The current debate opposes management interests in rationalization and technologies of efficiency and control to employee wel...
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| Format: | Article |
| Language: | Danish |
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Aalborg University Open Publishing
2013-06-01
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| Series: | Akademisk Kvarter |
| Online Access: | https://journals.aau.dk/index.php/ak/article/view/2859 |
| _version_ | 1797229259610128384 |
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| author | Dorina Gnauer |
| author_facet | Dorina Gnauer |
| author_sort | Dorina Gnauer |
| collection | DOAJ |
| description |
Research on call centres is increasingly concerned with high levels of work intensification and unveils deep-seated contradictions in this new form of service organizations. The current debate opposes management interests in rationalization and technologies of efficiency and control to employee wellbeing and the quality of the customer service. Based on a single-case study, this paper advances a differentiated view of management focusing on the mediating role of operational management in striking a balance between structural requirements and people issues. Learning orientation is identified as a significant leadership quality that promotes reflexivity in the ongoing processes of interpretation and meaning creation enhancing the human dimension in the production of service. Learning orientation will be related to high-commitment management (HCM) as a way to reconcile the logics of efficiency and customization. Arguably, a learning orientation impacts not only at shop floor level, but also on the upper organization, through upward feedback, providing potentially valuable knowledge to the organizational strategic decision making.
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| first_indexed | 2024-04-24T15:09:45Z |
| format | Article |
| id | doaj.art-9110ecb3a04043d7b1769862e49ea8fc |
| institution | Directory Open Access Journal |
| issn | 1904-0008 |
| language | Danish |
| last_indexed | 2024-04-24T15:09:45Z |
| publishDate | 2013-06-01 |
| publisher | Aalborg University Open Publishing |
| record_format | Article |
| series | Akademisk Kvarter |
| spelling | doaj.art-9110ecb3a04043d7b1769862e49ea8fc2024-04-02T11:34:11ZdanAalborg University Open PublishingAkademisk Kvarter1904-00082013-06-01610.5278/ojs.academicquarter.v0i6.2859Leaders’ learning orientation and the HCM-turn in call centresDorina Gnauer Research on call centres is increasingly concerned with high levels of work intensification and unveils deep-seated contradictions in this new form of service organizations. The current debate opposes management interests in rationalization and technologies of efficiency and control to employee wellbeing and the quality of the customer service. Based on a single-case study, this paper advances a differentiated view of management focusing on the mediating role of operational management in striking a balance between structural requirements and people issues. Learning orientation is identified as a significant leadership quality that promotes reflexivity in the ongoing processes of interpretation and meaning creation enhancing the human dimension in the production of service. Learning orientation will be related to high-commitment management (HCM) as a way to reconcile the logics of efficiency and customization. Arguably, a learning orientation impacts not only at shop floor level, but also on the upper organization, through upward feedback, providing potentially valuable knowledge to the organizational strategic decision making. https://journals.aau.dk/index.php/ak/article/view/2859 |
| spellingShingle | Dorina Gnauer Leaders’ learning orientation and the HCM-turn in call centres Akademisk Kvarter |
| title | Leaders’ learning orientation and the HCM-turn in call centres |
| title_full | Leaders’ learning orientation and the HCM-turn in call centres |
| title_fullStr | Leaders’ learning orientation and the HCM-turn in call centres |
| title_full_unstemmed | Leaders’ learning orientation and the HCM-turn in call centres |
| title_short | Leaders’ learning orientation and the HCM-turn in call centres |
| title_sort | leaders learning orientation and the hcm turn in call centres |
| url | https://journals.aau.dk/index.php/ak/article/view/2859 |
| work_keys_str_mv | AT dorinagnauer leaderslearningorientationandthehcmturnincallcentres |