{"id":"https://openalex.org/W2103136402","doi":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","title":"Human Resource Management and the Permeable Organization: The Case of the Multi\u2010Client Call Centre*","display_name":"Human Resource Management and the Permeable Organization: The Case of the Multi\u2010Client Call Centre*","publication_year":2004,"publication_date":"2004-10-22","ids":{"openalex":"https://openalex.org/W2103136402","doi":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","mag":"2103136402"},"language":"en","primary_location":{"id":"doi:10.1111/j.1467-6486.2004.00472.x","doi":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","pdf_url":null,"source":{"id":"https://openalex.org/S151705444","display_name":"Journal of Management Studies","issn_l":"0022-2380","issn":["0022-2380","1467-6486"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","ft50","jufo-3","ki-jl-1","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Studies","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://durham-repository.worktribe.com/output/1544625","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091624926","display_name":"Jill Rubery","orcid":"https://orcid.org/0000-0001-9405-0073","observed_orcids":["https://orcid.org/0000-0001-9405-0073"]},"institutions":[{"id":"https://openalex.org/I28407311","display_name":"University of Manchester","ror":"https://ror.org/027m9bs27","country_code":"GB","type":"education","lineage":["https://openalex.org/I28407311"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Jill Rubery","raw_affiliation_strings":["University of Manchester - European Work and Employment Research Centre (EWERC)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Manchester - European Work and Employment Research Centre (EWERC)","institution_ids":["https://openalex.org/I28407311"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Carilyn Carroll","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I28407311","display_name":"University of Manchester","ror":"https://ror.org/027m9bs27","country_code":"GB","type":"education","lineage":["https://openalex.org/I28407311"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Carilyn Carroll","raw_affiliation_strings":["Manchester School of Management, UMIST"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Manchester School of Management, UMIST","institution_ids":["https://openalex.org/I28407311"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5025486785","display_name":"Fang Lee Cooke","orcid":"https://orcid.org/0000-0003-0337-6591","observed_orcids":["https://orcid.org/0000-0003-0337-6591"]},"institutions":[{"id":"https://openalex.org/I28407311","display_name":"University of Manchester","ror":"https://ror.org/027m9bs27","country_code":"GB","type":"education","lineage":["https://openalex.org/I28407311"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Fang Lee Cooke","raw_affiliation_strings":["[University of Manchester Business School]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"[University of Manchester Business School]","institution_ids":["https://openalex.org/I28407311"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006607172","display_name":"Irena Grugulis","orcid":"https://orcid.org/0000-0001-7101-4299","observed_orcids":["https://orcid.org/0000-0001-7101-4299"]},"institutions":[{"id":"https://openalex.org/I54459138","display_name":"University of Salford","ror":"https://ror.org/01tmqtf75","country_code":"GB","type":"education","lineage":["https://openalex.org/I54459138"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Irena Grugulis","raw_affiliation_strings":["University of Salford - School of Management"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Salford - School of Management","institution_ids":["https://openalex.org/I54459138"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009686691","display_name":"Jill Earnshaw","orcid":"https://orcid.org/0000-0002-1125-6461","observed_orcids":["https://orcid.org/0000-0002-1125-6461"]},"institutions":[{"id":"https://openalex.org/I28407311","display_name":"University of Manchester","ror":"https://ror.org/027m9bs27","country_code":"GB","type":"education","lineage":["https://openalex.org/I28407311"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Jill Earnshaw","raw_affiliation_strings":["University of Manchester, Institute of Science and Technology (UMIST)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Manchester, Institute of Science and Technology (UMIST)","institution_ids":["https://openalex.org/I28407311"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":4150,"currency":"USD","value_usd":4150},"apc_paid":null,"fwci":10.8275,"has_fulltext":false,"cited_by_count":66,"citation_normalized_percentile":{"value":0.97736979,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"41","issue":"7","first_page":"1199","last_page":"1222"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13911","display_name":"Employment, Labor, and Gender Studies","score":0.7699999809265137,"subfield":{"id":"https://openalex.org/subfields/3311","display_name":"Safety Research"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13911","display_name":"Employment, Labor, and Gender Studies","score":0.7699999809265137,"subfield":{"id":"https://openalex.org/subfields/3311","display_name":"Safety Research"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.10920000076293945,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12843","display_name":"Human Resource and Talent Management","score":0.03180000185966492,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/human-resource-management","display_name":"human resource management","score":0.734000027179718},{"id":"https://openalex.org/keywords/outsourcing","display_name":"outsourcing","score":0.6470000147819519},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.8939999938011169},{"id":"https://openalex.org/keywords/interorganizational-relationships","display_name":"interorganizational relationships","score":0.8529999852180481},{"id":"https://openalex.org/keywords/employment-relations","display_name":"employment relations","score":0.7419999837875366},{"id":"https://openalex.org/keywords/flexibility","display_name":"flexibility","score":0.5070000290870667},{"id":"https://openalex.org/keywords/employee-commitment","display_name":"employee commitment","score":0.7630000114440918},{"id":"https://openalex.org/keywords/performance-management","display_name":"performance management","score":0.7099999785423279},{"id":"https://openalex.org/keywords/consumer-demand","display_name":"consumer demand","score":0.49300000071525574}],"concepts":[{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.6791473031044006},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.618828535079956},{"id":"https://openalex.org/C202372285","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Human resource management","level":2,"score":0.5775011777877808},{"id":"https://openalex.org/C107645774","wikidata":"https://www.wikidata.org/wiki/Q5467169","display_name":"Human resources","level":2,"score":0.4816388189792633},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4503192603588104},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.42685627937316895},{"id":"https://openalex.org/C2777388388","wikidata":"https://www.wikidata.org/wiki/Q6821213","display_name":"Wage","level":2,"score":0.4197178781032562},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.36178019642829895},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.29303431510925293},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2427036166191101},{"id":"https://openalex.org/C145236788","wikidata":"https://www.wikidata.org/wiki/Q28161","display_name":"Labour economics","level":1,"score":0.22234690189361572},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.16000616550445557},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.14534327387809753},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1446017026901245},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":7,"locations":[{"id":"doi:10.1111/j.1467-6486.2004.00472.x","doi":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1467-6486.2004.00472.x","pdf_url":null,"source":{"id":"https://openalex.org/S151705444","display_name":"Journal of Management Studies","issn_l":"0022-2380","issn":["0022-2380","1467-6486"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-1","ft50","jufo-3","ki-jl-1","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Studies","raw_type":"journal-article"},{"id":"pmh:oai:dro.dur.ac.uk.OAI2:7826","doi":null,"is_oa":false,"landing_page_url":"http://dro.dur.ac.uk/7826/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400188","display_name":"Durham Research Online (Durham University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190082696","host_organization_name":"Durham University","host_organization_lineage":["https://openalex.org/I190082696"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Journal of management studies, 2004, Vol.41(7), pp.1199-1222 [Peer Reviewed Journal]","raw_type":"Article"},{"id":"pmh:oai:alma61RMIT.INST:11246462990001341","doi":null,"is_oa":false,"landing_page_url":"http://doi.org/10.1111/j.1467-6486.2004.00472.x","pdf_url":null,"source":{"id":"https://openalex.org/S4306402074","display_name":"RMIT Research Repository (RMIT University Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82951845","host_organization_name":"RMIT University","host_organization_lineage":["https://openalex.org/I82951845"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"pmh:oai:bradscholars.brad.ac.uk:10454/2845","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10454/2845","pdf_url":null,"source":{"id":"https://openalex.org/S4306401846","display_name":"Bradford Scholars (University of Bradford)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I139894009","host_organization_name":"University of Bradford","host_organization_lineage":["https://openalex.org/I139894009"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:figshare.com:article/27436581","doi":null,"is_oa":false,"landing_page_url":"https://figshare.com/articles/journal_contribution/Human_resource_management_and_the_permeabl_eorganisation_The_case_of_the_multi-client_call_centre/27436581","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Text"},{"id":"pmh:oai:https://durham-repository.worktribe.com/:1544625","doi":null,"is_oa":true,"landing_page_url":"https://durham-repository.worktribe.com/output/1544625","pdf_url":null,"source":{"id":"https://openalex.org/S4306400188","display_name":"Durham Research Online (Durham University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190082696","host_organization_name":"Durham University","host_organization_lineage":["https://openalex.org/I190082696"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"},{"id":"pmh:oai:pure.atira.dk:openaire_cris_publications/4ce8983f-ec01-48bb-b58c-62000a7b0a20","doi":null,"is_oa":false,"landing_page_url":"https://research.manchester.ac.uk/en/publications/4ce8983f-ec01-48bb-b58c-62000a7b0a20","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Rubery, J, Carroll, M, Cooke, F L, Grugulis, I & Earnshaw, J 2004, 'Human resource management and the permeable organization: The case of the multi-client call centre', Journal of Management Studies, vol. 41, no. 7, pp. 1199-1222. https://doi.org/10.1111/j.1467-6486.2004.00472.x","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:https://durham-repository.worktribe.com/:1544625","doi":null,"is_oa":true,"landing_page_url":"https://durham-repository.worktribe.com/output/1544625","pdf_url":null,"source":{"id":"https://openalex.org/S4306400188","display_name":"Durham Research Online (Durham University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I190082696","host_organization_name":"Durham University","host_organization_lineage":["https://openalex.org/I190082696"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.9211000204086304}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.7200000286102295}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":32,"referenced_works":["https://openalex.org/W23792076","https://openalex.org/W1987517587","https://openalex.org/W1993490203","https://openalex.org/W2004332388","https://openalex.org/W2005929345","https://openalex.org/W2006215528","https://openalex.org/W2017908866","https://openalex.org/W2019348478","https://openalex.org/W2037445371","https://openalex.org/W2045394562","https://openalex.org/W2059153507","https://openalex.org/W2061515895","https://openalex.org/W2062670191","https://openalex.org/W2062719141","https://openalex.org/W2069344435","https://openalex.org/W2083614988","https://openalex.org/W2087366050","https://openalex.org/W2088040890","https://openalex.org/W2091602128","https://openalex.org/W2094025431","https://openalex.org/W2113432482","https://openalex.org/W2133405898","https://openalex.org/W2136805956","https://openalex.org/W2592539621","https://openalex.org/W2736065258","https://openalex.org/W2889096125","https://openalex.org/W3124536214","https://openalex.org/W4235695156","https://openalex.org/W4237866550","https://openalex.org/W4241118593","https://openalex.org/W4241576146","https://openalex.org/W4388378485"],"related_works":["https://openalex.org/W3122488557","https://openalex.org/W2549574603","https://openalex.org/W6967628205","https://openalex.org/W144912588","https://openalex.org/W4396959271","https://openalex.org/W2900488412","https://openalex.org/W1596428089","https://openalex.org/W4412331817","https://openalex.org/W2006215528","https://openalex.org/W7043106012"],"abstract_inverted_index":{"ABSTRACT":[0],"Despite":[1],"the":[2,8,13,23,26,31,78,91,101,126,134,148,160,173],"interest":[3],"over":[4],"recent":[5],"years":[6],"in":[7,68,77,83,139,165,185],"fragmentation":[9],"of":[10,15,25,34,45,90,118,136,144],"organizations":[11],"and":[12,48,55,70,103,109,133,153,156],"development":[14],"contracting,":[16],"little":[17],"attention":[18],"has":[19],"been":[20,39],"paid":[21],"to":[22,65,86,95,110,141],"impact":[24],"associated":[27],"inter\u2010organizational":[28,62],"relationships":[29,63],"on":[30,107],"internal":[32,102,129],"organization":[33],"employment.":[35],"Inter\u2010organizational":[36],"relations":[37],"have":[38],"introduced":[40],"primarily":[41],"as":[42],"a":[43,59,74,97,115,119,166,176],"means":[44],"externalizing":[46],"\u2013":[47,52],"potentially":[49],"rendering":[50],"invisible":[51],"employment":[53,56,108,145],"issues":[54],"relations.":[57],"In":[58],"context":[60,168],"where":[61],"appear":[64],"be":[66],"growing":[67],"volume":[69],"diversity,":[71],"this":[72,81,112],"constitutes":[73],"significant":[75],"gap":[76],"literature":[79],"that":[80,169],"paper":[82,92],"part":[84],"aims":[85],"fill.":[87],"The":[88],"purpose":[89],"is":[93,159],"two\u2010fold:":[94],"develop":[96],"framework":[98,113,179],"for":[99,175,180],"considering":[100,181],"external":[104,137],"organizational":[105],"influences":[106],"apply":[111],"within":[114],"case":[116],"study":[117],"multi\u2010client":[120],"outsourcing":[121],"call":[122],"centre.":[123],"We":[124],"explore":[125],"interactions":[127],"between":[128,162],"objectives,":[130],"client":[131],"demands":[132],"use":[135],"contracting":[138],"relation":[140],"three":[142],"dimensions":[143],"policy:":[146],"managing":[147,151,154],"wage\u2010effort":[149],"bargain,":[150],"flexibility":[152],"commitment":[155],"performance.":[157],"It":[158],"interplay":[161],"these":[163],"factors":[164],"dynamic":[167],"provides,":[170],"we":[171],"suggest,":[172],"basis":[174],"more":[177],"general":[178],"human":[182],"resource":[183],"policy":[184],"permeable":[186],"organizations.":[187]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":7}],"updated_date":"2026-10-22T09:42:04.148104","created_date":"2016-06-24T00:00:00"}