This article applies insights from the social construction of professional identity to an understanding of the ‘professional service’ call centre representative (CSR). In this case, HR (human resources) practitioners found themselves in a CSR role in a newly constituted HR call...

The nature of trust in an information systems outsourcing relationship is examined by considering the explanations for trust or distrust offered by individuals working at the boundary between the two organisations. Previous studies of trust in outsourcing situations have focused either on...

Purpose – To provide a practical example of how a research diary can be used to aid reflexivity in the research process. Whilst there have been increasing calls for reflexivity in management research, little has been written about how to “do” reflexivity in practice....