This paper implements the methodology proposed by Bell et al. (2013) for the English Premier League to test the performance of football club coaches in the Italian Serie A, so as to explore the robustness of this approach to a different setup. Our results show that, over the seasons 2011-12,...

The power of using knowledge against competitors is a key success factor in the information age. However, the knowledge itself is not the source of competitive advantage for an organization; rather its power lies in its use. In a learning organization, collective knowledge of the individuals is...

This paper implements the methodology proposed by Bell et al. (2013) for the English Premier League to test the performance of football club coaches in the Italian Serie A, so as to explore the robustness of this approach to a different setup. Our results show that, over the seasons 2011-12,...

The exponential increase in data today derives from the big amount of interactions among consumers that spreads in social media, using mobile devices, IT, localization, historical data in purchase, data owned by companies, behavioral insights and so on through connected online devices and mobile...

Past empirical research related to call centres' has had a preoccupation with panoptic extrapolations and suggestions of stereotyping of call centres using ‘sacrificial HR' strategies that encourage, high staff turnover, absenteeism and stress as the norm. The aim of this research is to...

Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18 – 28 yrs in...

This paper studies the link between working hours and productivity using daily information on working hours and performance of a sample of call centre agents. We exploit variation in the number of hours worked by the same employee across days and weeks due to central scheduling, enabling us to...

Recruitment processes are seen as critical to the success of contemporary organizations and integral to human resource practices, particularly in those firms setting up greenfield operations or undertaking organizational change programs. This article analyses the recruitment methods used in...

In this paper we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract...