John Annakis | Central Queensland University (original) (raw)

Papers by John Annakis

Research paper thumbnail of A study investigating the determinants of customer service representatives' job satisfaction in Australian call centres

Research paper thumbnail of Back to the future : a preliminary study of management control processes in an Australian call centre

Research paper thumbnail of Straddling the divide: controlling the workplace in the twenty-first century: a middle management viewpoint

Research paper thumbnail of Interpreting levels of dissatisfaction: exit, voice, loyalty and neglect: a case study of academics in an Australian university

The International Journal of Learning: Annual Review, 2006

Research paper thumbnail of Exploring customer service representatives' job satisfaction levels: a comparison of inbound/outbound and outsourced Australian call centres

The aim of this research is to investigate the nature and extent of job related factors on job sa... more The aim of this research is to investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR's) in five Australian call centres. Using quantitative methods, the study found that, CSR's perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work practices are the most important contributors to job satisfaction. The findings also suggest that satisfaction levels for inbound CSR's is significantly higher than outbound sales, and blended approaches.

Research paper thumbnail of Successful strategic organisational change in a large hi-tech Japanese telecommunication company operating in Australia: a senior management viewpoint

Research paper thumbnail of Exploring Predictors of Job Satisfaction in Call Centres –The Case of Australia

Corporate Ownership and Control, 2011

In this paper we examine predictors of job satisfaction within the call centre industry. Using a ... more In this paper we examine predictors of job satisfaction within the call centre industry. Using a qualitative methodology, we investigate the nature and extent of job satisfaction of customer service representatives in two large Australian call centres. The findings from the study confirm that monitoring, personal privacy and flexibility correlate to workers' wellbeing and job satisfaction.

Research paper thumbnail of Managing intangibles, predicting the future of human resources management

Research paper thumbnail of Exploring predictors of job satisfaction within call centres: The case of Australia

Research paper thumbnail of Talent Management and Competencies: A Cross Country Study of Malaysian and Vietnam Semi-Private Universities

Corporate Ownership and Control, 2016

Talent Management has gained attention of researchers and practitioners in developing nations in ... more Talent Management has gained attention of researchers and practitioners in developing nations in recent years. There is a shortage of empirical driven research in the South East Asian region and recent reports alerting to a crisis emerging in the higher education sector. Little is known about talent management perceptions and behaviour of Academics in universities in the region. Four constructs were identified and analysed from the literature-talent identification, talent culture, talent competencies and talent development. Questionnaires were distributed to academics from 4 semi-private universities in Malaysia and Vietnam. The findings reveal that talent identification, talent development and talent management culture are the most important contributors to talent management competency for Academics across the samples. The findings also suggest that talent management competency levels for Academics are significantly higher when management have integrated HR systems that identify value, measure team and individual performance, assess and develop, give honest formal feedback and a culture of rewarding high performance. The implications of the study suggest that organizations which embark on a 'one size fits all' Talent management strategy that ignore these job related factors could eventually face further problems such as high staff turnover, poor morale and associated costs. The paper offers a unique talent management model to contribute and enhance academic's intentions of careers in the South East Asian region and market segment.

Research paper thumbnail of Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres

International Journal of Business and Management, Aug 1, 2011

The purpose of this paper is to investigate predictors of workers' job satisfaction from the labo... more The purpose of this paper is to investigate predictors of workers' job satisfaction from the labour process and equity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focus groups of customer service representatives (CSR). The sample for this study was drawn from three Australian call centres operating in a variety of business sectors. The study highlights that three dimensions: monitoring, flexibility and work environment are significantly correlated to CSR job satisfaction. Developing an understanding of these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits high labour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfaction within call centre environments through the incorporation of more multi-dimensional aspects that are considered to be strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a more multi-dimensional approach to studying job satisfaction in call centre environments. The intensive case study approach highlights the implications for HRM.

Research paper thumbnail of Talent Culture’s Role in Talent Development among Academics: Insights from Malaysian Government Linked Universities

Journal of Contemporary Issues in Business and Government

Research paper thumbnail of From Standard Jobs to ‘Green Jobs’: A Strategy for Developing Markets

Corporate Ownership and Control, 2016

Like many developing countries, Thailand is currently coping with a host of environmental challen... more Like many developing countries, Thailand is currently coping with a host of environmental challenges and a need to reduce carbon emissions. To tackle this challenge, Thailand has produced policies designed to enhance environmental conservation. However, without the development of its labour force with suitable and up to date job skills this challenge becomes difficult to achieve. This paper presents a rationale for the emergence of green occupations as a means of transitioning Thailand’s tourism sector into a low carbon economy. A mechanism for achieving this goal is by training and retraining the workforce with a set of well-defined green knowledge and skill sets. These can be developed through the development and implementation of ‘green competencies’. This paper presents a methodology of how to transition a standard job into a green job in the tourism sector by developing green sustainable competencies

Research paper thumbnail of The flexible workforce in the knowledge economy: a case study examining the perceptions of call centre staff and influence of flexible work practices to job satisfaction in a multi-national call centre operating in Australia

Research paper thumbnail of A study investigating the determinants of customer service representatives' job satisfaction in Australian call centres

Research paper thumbnail of Beyond expectations: lessons for the future industry based learning enhancing the transition to graduate work

Research paper thumbnail of Impact of Job Related Factors and Work Design on Job Satisfaction in Australian Call Centres

SSRN Electronic Journal

Past empirical research related to call centres’ has had a preoccupation with panoptic extrapolat... more 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 investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR’s) in five Australian call centres. The study used a broad sample to capture the diversity of call centre structures which included different industries and work designs -inbound, outbound and outsourced call centres. The study used a mixed methods approach of an adapted Job satisfaction quantitative survey N= 205 and in-depth and focus groups N= 60 in five diverse Australian call centres. The study found that, CSR’s perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work life balance practices are the mos...

Research paper thumbnail of Exploring Customer Service Representatives’ Job Satisfaction Levels and Well-Being in Diverse Australian Call Centres, Outbound /Inbound and Blended Operations

SSRN Electronic Journal, 2000

Research paper thumbnail of Exploring Factors that Influence Talent Management Competency of Academics in Malaysian GLC’s and Non- Government Universities

Journal of International Business and Economics, 2014

The aim of this research is to investigate the nature and extent of talent management related fac... more The aim of this research is to investigate the nature and extent of talent management related factors on talent management competencyforAcademics in threeMalaysian universities. The study explored the literature and identified a broad theorized model by (Davies & Davies, 2010) further by undertaking a literature review from the extant literature some common factors associated to Talent Management the authors developed indicators and multi-item measures to preliminarily test and propose Davies & Davies model to a survey instrument(sample N= 166 with an 80% response rate).The study found that, Academic's perception of talent identification, talent development and talent management culture relevance are the most important contributors to talent management competency for Academics. The findings also suggest that talent management competency levels for Academics are significantly higher when management have integrated HR systems that identify value, measure team and individual performance, assess and develop careers, give honest formal feedback and a culture of rewarding high performance. The study concludes that utilizing a more comprehensive model that incorporates the TM whole lifecycle beyond recruitment and selection and using methodology with multi-item measures has unearthed nuances in the data that confirm and extend the extant literature of talent management in higher education. In particular organizations that embark on a 'one size fits all' TM strategy by ignoring these job related factors could eventually face further problems such as high staff turnover, poor morale and associated costs and potential sacrificial client/customer service strategies that will impact on the bottom line and the organizations reputation.

Research paper thumbnail of A study investigating the determinants of customer service representatives' job satisfaction in Australian call centres

Research paper thumbnail of Back to the future : a preliminary study of management control processes in an Australian call centre

Research paper thumbnail of Straddling the divide: controlling the workplace in the twenty-first century: a middle management viewpoint

Research paper thumbnail of Interpreting levels of dissatisfaction: exit, voice, loyalty and neglect: a case study of academics in an Australian university

The International Journal of Learning: Annual Review, 2006

Research paper thumbnail of Exploring customer service representatives' job satisfaction levels: a comparison of inbound/outbound and outsourced Australian call centres

The aim of this research is to investigate the nature and extent of job related factors on job sa... more The aim of this research is to investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR's) in five Australian call centres. Using quantitative methods, the study found that, CSR's perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work practices are the most important contributors to job satisfaction. The findings also suggest that satisfaction levels for inbound CSR's is significantly higher than outbound sales, and blended approaches.

Research paper thumbnail of Successful strategic organisational change in a large hi-tech Japanese telecommunication company operating in Australia: a senior management viewpoint

Research paper thumbnail of Exploring Predictors of Job Satisfaction in Call Centres –The Case of Australia

Corporate Ownership and Control, 2011

In this paper we examine predictors of job satisfaction within the call centre industry. Using a ... more In this paper we examine predictors of job satisfaction within the call centre industry. Using a qualitative methodology, we investigate the nature and extent of job satisfaction of customer service representatives in two large Australian call centres. The findings from the study confirm that monitoring, personal privacy and flexibility correlate to workers' wellbeing and job satisfaction.

Research paper thumbnail of Managing intangibles, predicting the future of human resources management

Research paper thumbnail of Exploring predictors of job satisfaction within call centres: The case of Australia

Research paper thumbnail of Talent Management and Competencies: A Cross Country Study of Malaysian and Vietnam Semi-Private Universities

Corporate Ownership and Control, 2016

Talent Management has gained attention of researchers and practitioners in developing nations in ... more Talent Management has gained attention of researchers and practitioners in developing nations in recent years. There is a shortage of empirical driven research in the South East Asian region and recent reports alerting to a crisis emerging in the higher education sector. Little is known about talent management perceptions and behaviour of Academics in universities in the region. Four constructs were identified and analysed from the literature-talent identification, talent culture, talent competencies and talent development. Questionnaires were distributed to academics from 4 semi-private universities in Malaysia and Vietnam. The findings reveal that talent identification, talent development and talent management culture are the most important contributors to talent management competency for Academics across the samples. The findings also suggest that talent management competency levels for Academics are significantly higher when management have integrated HR systems that identify value, measure team and individual performance, assess and develop, give honest formal feedback and a culture of rewarding high performance. The implications of the study suggest that organizations which embark on a 'one size fits all' Talent management strategy that ignore these job related factors could eventually face further problems such as high staff turnover, poor morale and associated costs. The paper offers a unique talent management model to contribute and enhance academic's intentions of careers in the South East Asian region and market segment.

Research paper thumbnail of Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres

International Journal of Business and Management, Aug 1, 2011

The purpose of this paper is to investigate predictors of workers' job satisfaction from the labo... more The purpose of this paper is to investigate predictors of workers' job satisfaction from the labour process and equity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focus groups of customer service representatives (CSR). The sample for this study was drawn from three Australian call centres operating in a variety of business sectors. The study highlights that three dimensions: monitoring, flexibility and work environment are significantly correlated to CSR job satisfaction. Developing an understanding of these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits high labour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfaction within call centre environments through the incorporation of more multi-dimensional aspects that are considered to be strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a more multi-dimensional approach to studying job satisfaction in call centre environments. The intensive case study approach highlights the implications for HRM.

Research paper thumbnail of Talent Culture’s Role in Talent Development among Academics: Insights from Malaysian Government Linked Universities

Journal of Contemporary Issues in Business and Government

Research paper thumbnail of From Standard Jobs to ‘Green Jobs’: A Strategy for Developing Markets

Corporate Ownership and Control, 2016

Like many developing countries, Thailand is currently coping with a host of environmental challen... more Like many developing countries, Thailand is currently coping with a host of environmental challenges and a need to reduce carbon emissions. To tackle this challenge, Thailand has produced policies designed to enhance environmental conservation. However, without the development of its labour force with suitable and up to date job skills this challenge becomes difficult to achieve. This paper presents a rationale for the emergence of green occupations as a means of transitioning Thailand’s tourism sector into a low carbon economy. A mechanism for achieving this goal is by training and retraining the workforce with a set of well-defined green knowledge and skill sets. These can be developed through the development and implementation of ‘green competencies’. This paper presents a methodology of how to transition a standard job into a green job in the tourism sector by developing green sustainable competencies

Research paper thumbnail of The flexible workforce in the knowledge economy: a case study examining the perceptions of call centre staff and influence of flexible work practices to job satisfaction in a multi-national call centre operating in Australia

Research paper thumbnail of A study investigating the determinants of customer service representatives' job satisfaction in Australian call centres

Research paper thumbnail of Beyond expectations: lessons for the future industry based learning enhancing the transition to graduate work

Research paper thumbnail of Impact of Job Related Factors and Work Design on Job Satisfaction in Australian Call Centres

SSRN Electronic Journal

Past empirical research related to call centres’ has had a preoccupation with panoptic extrapolat... more 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 investigate the nature and extent of job related factors on job satisfaction for customer service representatives (CSR’s) in five Australian call centres. The study used a broad sample to capture the diversity of call centre structures which included different industries and work designs -inbound, outbound and outsourced call centres. The study used a mixed methods approach of an adapted Job satisfaction quantitative survey N= 205 and in-depth and focus groups N= 60 in five diverse Australian call centres. The study found that, CSR’s perception of fairness, equity and relevance of monitoring practices, together with a participative work environment and flexible work life balance practices are the mos...

Research paper thumbnail of Exploring Customer Service Representatives’ Job Satisfaction Levels and Well-Being in Diverse Australian Call Centres, Outbound /Inbound and Blended Operations

SSRN Electronic Journal, 2000

Research paper thumbnail of Exploring Factors that Influence Talent Management Competency of Academics in Malaysian GLC’s and Non- Government Universities

Journal of International Business and Economics, 2014

The aim of this research is to investigate the nature and extent of talent management related fac... more The aim of this research is to investigate the nature and extent of talent management related factors on talent management competencyforAcademics in threeMalaysian universities. The study explored the literature and identified a broad theorized model by (Davies & Davies, 2010) further by undertaking a literature review from the extant literature some common factors associated to Talent Management the authors developed indicators and multi-item measures to preliminarily test and propose Davies & Davies model to a survey instrument(sample N= 166 with an 80% response rate).The study found that, Academic's perception of talent identification, talent development and talent management culture relevance are the most important contributors to talent management competency for Academics. The findings also suggest that talent management competency levels for Academics are significantly higher when management have integrated HR systems that identify value, measure team and individual performance, assess and develop careers, give honest formal feedback and a culture of rewarding high performance. The study concludes that utilizing a more comprehensive model that incorporates the TM whole lifecycle beyond recruitment and selection and using methodology with multi-item measures has unearthed nuances in the data that confirm and extend the extant literature of talent management in higher education. In particular organizations that embark on a 'one size fits all' TM strategy by ignoring these job related factors could eventually face further problems such as high staff turnover, poor morale and associated costs and potential sacrificial client/customer service strategies that will impact on the bottom line and the organizations reputation.