This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other call centres. The research explores key issues from the perspective of managers, team leaders, and customer-service...

Multinational Companies (MNCs) very often manufacture in a number of different countries. The management of these international factory networks has received very little direct attention from operations management specialists either in terms of research findings or the development of conceptual...