{"id":68395,"date":"2008-01-12T00:00:00","date_gmt":"2008-01-12T00:00:00","guid":{"rendered":"https:\/\/www.deberes.net\/tesis\/sin-categoria\/high-commitment-human-resource-practices-in-spanish-call-centres-nature-sources-and-effects-on-voluntary-turnover\/"},"modified":"2008-01-12T00:00:00","modified_gmt":"2008-01-12T00:00:00","slug":"high-commitment-human-resource-practices-in-spanish-call-centres-nature-sources-and-effects-on-voluntary-turnover","status":"publish","type":"post","link":"https:\/\/www.deberes.net\/tesis\/ciencias-economicas\/high-commitment-human-resource-practices-in-spanish-call-centres-nature-sources-and-effects-on-voluntary-turnover\/","title":{"rendered":"High commitment human resource practices in spanish call centres, nature sources and effects on voluntary turnover"},"content":{"rendered":"<h2>Tesis doctoral de <strong> Neus Marti Audi <\/strong><\/h2>\n<p>La presente tesis se enmarca dentro del citado prouecto y su objeto es describir c\u00f3mo se lleva a cabo la gesti\u00f3n de los recursos humanos en los callcenters espa\u00f1oles. Las circustancias laborales en la que trabajan los agentes son si m\u00e1s no, diferentes a aquellas conocidas en otras actividades relacionadas con la atenci\u00f3n a clientes siendo la presencia de la tecnolog\u00eda la ra\u00edz de la diferencia. Conceptos tales como estandarizaci\u00f3n, racionalizaci\u00f3n de procesos, control. Monitorizaci\u00f3n continuada, control de costes y b\u00fasqueda continuada de la m\u00e1xima productividad, son elementos habituales que caracterizan el modelo de negocio de este tipo de centroe influyen decididamente en la manera c\u00f3mo los agentes desempe\u00f1an su trabajo. La cuestion aqu\u00ed radica en conocer qu\u00e9 pol\u00edticas de rrhh son implementadas en tales circustancias conociendo de antemano, a ra\u00edz dfe otros estudios realizados en otros pa\u00edses, que existe un debate abierto entre los negativos efectos que este modelo ejerce sobre los agentes, estando entre otoros, el abandono del trabajo y la introducci\u00f3n de elementos que reconocieran su profesionalidad y por tanto, mejoraran sus condiciones de trabajo. A tales efectos, la presente tesis concluye que aun y la presencia mayoritaria del modelo tradicional basado en costes, el sector de call centers en espa\u00f1a se define como un secotr madura que consciente de los efectos adversos oque \u00e9ste genera introduce elementos de \u00abcompromiso\u00bb hacia los agentes con el fin de mitigarlos. En el caso espec\u00edfico de los abandonos, sin embargo, se demuestra como \u00e9stos son ignorados dado que el sector ha sabido lidiar y absorber sus problemas asociados y en definitiva, saber convivir con ellos.<\/p>\n<p>&nbsp;<\/p>\n<h3>Datos acad\u00e9micos de la tesis doctoral \u00ab<strong>High commitment human resource practices in spanish call centres, nature sources and effects on voluntary turnover<\/strong>\u00ab<\/h3>\n<ul>\n<li><strong>T\u00edtulo de la tesis:<\/strong>\u00a0 High commitment human resource practices in spanish call centres, nature sources and effects on voluntary turnover <\/li>\n<li><strong>Autor:<\/strong>\u00a0 Neus Marti Audi <\/li>\n<li><strong>Universidad:<\/strong>\u00a0 Rovira i virgili<\/li>\n<li><strong>Fecha de lectura de la tesis:<\/strong>\u00a0 01\/12\/2008<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>Direcci\u00f3n y tribunal<\/h3>\n<ul>\n<li><strong>Director de la tesis<\/strong>\n<ul>\n<li>Mireia Valverde Aparicio<\/li>\n<\/ul>\n<\/li>\n<li><strong>Tribunal<\/strong>\n<ul>\n<li>Presidente del tribunal: Jaime Bonache p\u00e9rez <\/li>\n<li>petra De saa p\u00e9rez (vocal)<\/li>\n<li>noreen Heraty (vocal)<\/li>\n<li>christine Cross (vocal)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tesis doctoral de Neus Marti Audi La presente tesis se enmarca dentro del citado prouecto y su objeto es describir [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-gradient":""}},"footnotes":""},"categories":[82,7611,18759],"tags":[150199,71072,48064,150197,150198,106124],"class_list":["post-68395","post","type-post","status-publish","format-standard","hentry","category-ciencias-economicas","category-organizacion-y-direccion-de-las-instituciones-educativas","category-rovira-i-virgili","tag-christine-cross","tag-jaime-bonache-perez","tag-mireia-valverde-aparicio","tag-neus-marti-audi","tag-noreen-heraty","tag-petra-de-saa-perez"],"_links":{"self":[{"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/posts\/68395","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/comments?post=68395"}],"version-history":[{"count":0,"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/posts\/68395\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/media?parent=68395"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/categories?post=68395"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.deberes.net\/tesis\/wp-json\/wp\/v2\/tags?post=68395"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}