The field of talent management (TM) has grown over the last two decades, and much theoretical and methodological progress has been made in an effort to better conceptualize the field. Despite these efforts, the construction of knowledge within TM research has ignored power and gender dynamics....

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...