The influence of human resource management (HRM) on innovation has attracted considerable research attention over the last decade. However, existing studies have primarily focused on the macro-level HRM architecture, limiting our understanding about the cross-level origin of innovation....

This comparative study examines survey data from 464 call centers in the United States, 167 in the United Kingdom, and 387 in Canada to explore two questions: whether institutional differences shape employers’ choices of ways to improve work force flexibility, both numerical and functional;...

Enormous growth has occurred in the contact centre segment of the Canadian economy over the past decade. In part due to re-engineering, restructuring, and outsourcing, as well as to the technological changes that have facilitated this growth, the contact centre sector has experienced enormous...