SCOPUS 정보 검색 플랫폼

New Technology, Work and Employment

Volumn 17, Issue 1, 2002, Pages 20-34

Women, social skill and interactive service work in telephone call centres

(3) Belt, Vicki a Richardson, Ranald a Webster, Juliet b

a NEWCASTLE UNIVERSITY (United Kingdom)

b TRINITY COLLEGE DUBLIN (Ireland)

Author keywords

[No Author keywords available]

Indexed keywords

LABOR MARKET; SERVICE SECTOR; SKILLED LABOR; WOMENS EMPLOYMENT;

EID: 0036190476 PISSN: 02681072 EISSN: None Source Type: Journal
DOI: 10.1111/1468-005X.00091 Document Type: Article

Times cited : (111)

References (47)

1
- 0003939503
- Buckingham: University Press
- (1995) Gendered Work: Sexuality, Family and the Labour Market
- Adkins, L.¹

2
- 0008540079
- Austin Knight/Calcom (London: Austin Knight UK Ltd.)
- (1997) Call Centre Practice Not Theory: The First National Survey of Call Centre Management and Staff Attitudes

3
- 0003257127
- Employee relations, worker attitudes and trade union representation in call centres
- Royal Holloway College, University of London, 29-31 March
- (1999) The 17th Annual Labour Process Conference
- Bain, P.¹ Taylor, P.²

4
- 0034060950
- Entrapped by the "electronic panopticon"? Worker resistance in the call centre
- (2000) New Technology, Work and Employment , vol.15 , Issue.1 , pp. 2-18
- Bain, P.¹ Taylor, P.²

5
- 0002792846
- Bright satanic offices": Intensification, control and team Taylorism
- C. Warhurst and P. Thompson (eds.) (London: Macmillan)
- (1998) The New Workplace
- Baldry, C.¹ Bain, P.² Taylor, P.³

6
- 0004310427
- final report for the Information Society Project Office (DGIII and DGXIII), European Commission, Brussels
- (1999) Work Opportunities for Women in the Information Society: Call Centre Teleworking
- Belt, V.¹ Richardson, R.² Webster, J.³ Tijdens, K.⁴ van Klaveren, M.⁵

7
- 79952019855
- Women's work in the information economy: The case of telephone call centres
- (2000) Information, Communication and Society , vol.3 , Issue.3 , pp. 366-385
- Belt, V.¹ Richardson, R.² Webster, J.³

8
- 0008606423
- Technological change, management strategies, and the development of gender-based job segregation in the labour process
- D. Knights and H. Willmott eds. (Aldershot: Gower Publishing)
- (1986) Gender and the Labour Process , pp. 54-73
- Bradley, H.¹

9
- 0003639039
- Cambridge: Polity Press
- (1989) Men's Work, Women's Work
- Bradley, H.¹

10
- 0003403448
- Cambridge: Polity Press
- (2000) Myths at Work
- Bradley, H.¹ Erickson, M.² Stephenson, C.³ Williams, S.⁴

11
- 0012667729
- report to Status of Women Canada, August
- (1999) Gender on the Line: Technology, Restructuring and the Reorganisation of Work in the Call Centre Industry
- Buchanan, R.¹ Koch-Schulte, S.²

12
- 0035585705
- Edwards revisited: Technical control and call centres
- (2001) Economic and Industrial Democracy , vol.22 , Issue.1 , pp. 13-37
- Callaghan, G.¹ Thompson, P.²

13
- 0003673323
- London: Pluto
- (1985) Machinery of Dominance: Women, Men and Technological Know-How
- Cockburn, C.¹

14
- 0008565930
- Datamonitor (London: Datamonitor)
- (1998) Call Centres in Europe 1997-2002

15
- 0003914380
- Working Paper 891, London School of Economics
- (1997) (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops
- Fernie, S.¹ Metcalf, D.²

16
- 0000502272
- Beyond bureaucracy' work organisation in call centres
- (1998) International Journal of Human Resource Management , vol.9 , Issue.6 , pp. 957-979
- Frenkel, S.¹ Tam, M.² Korczynski, M.³ Shire, K.⁴

17
- 0004263569
- London: Pluto
- (1984) Gender at Work
- Game, A.¹ Pringle, R.²

18
- 84887686822
- Berkeley: University of California Press
- (1983) The Managed Heart: Commercialization of Human Feeling
- Hochschild, A.¹

19
- 0006003755
- Incomes Data Services (London: Incomes Data Services)
- (1997) Pay and Conditions in Call Centres 1997

20
- 0004128255
- Incomes Data Services (London: Incomes Data Services)
- (2000) Pay and Conditions in Call Centres 2000

21
- 0003239338
- The gendered terrains of paternalism
- S. Wright (ed.) (London: Routledge)
- (1994) Anthropology of Organizations
- Kerfoot, D.¹ Knights, D.²

22
- 0038855361
- "What happens when the phone goes wild": Staff, stress and spaces for escape in a BPR telephone banking work regime
- (1998) Journal of Management Studies , vol.35 , Issue.2 , pp. 163-194
- Knights, D.¹ McCabe, D.²

23
- 0008574350
- Social managerialism and the time-discplined subject: Quality-quantity conflicts in a call centre
- Royal Holloway College, University of London, 29-31 March
- (1999) The 17th Annual International Labour Process Conference
- Knights, D.¹ Calvey, D.² Odih, P.³

24
- 85013999358
- London: Sage
- (1994) Economies of Signs and Space
- Lash, S.¹ Urry, J.²

25
- 84973731700
- Selling hamburgers, selling insurance: Gender, work and identity
- (1991) Gender and Society , vol.5 , pp. 154-177
- Leidner, R.¹

26
- 0008539783
- Technical change and occupational sex-typing
- D. Knights and H. Willmott (eds.) (Aldershot: Gower Publishing)
- (1986) Gender and the Labour Process , pp. 75-93
- Liff, S.¹

27
- 0001886380
- The service society and the changing experience of work
- C.L. Macdonald and C. Sirianni (eds.) (Philadelphia: Temple University Press)
- (1996) Working in the Service Society , pp. 1-26
- Macdonald, C.L.¹ Sirianni, C.²

28
- 0003651993
- London: Longman
- (1995) Services and Space
- Marshall, J.N.¹ Wood, P.²

29
- 0030427065
- The impact of "telemediated" Services on corporate structures: The example of "branchless" retail banking in Britain
- (1996) Environment and Planning A , vol.28 , pp. 1843-1858
- Marshall, J.N.¹ Richardson, R.²

30
- 0003970223
- Oxford: Blackwell
- (1997) Capital Culture: Gender at Work in the City
- McDowell, L.¹

31
- 0028580338
- Gender divisions of labour in the post-Fordist economy: The maintenance of occupational sex segregation in the financial services sector
- (1994) Environment and Planning A , vol.26 , Issue.9 , pp. 1397-1418
- McDowell, L.¹ Court, G.²

32
- 0008574166
- Mitial (Wrexham: Mitial)
- (1998) European Location Study: Call Centres in the UK, Republic of Ireland, Belgium and the Netherlands

33
- 0003594156
- Thousand Oaks: Sage Publications
- (1997) Focus Groups as Qualitative Research
- Morgan, D.¹

34
- 85013244993
- Office for National Statistics, February
- (2001) Labour Market Trends , vol.109 , pp. 2

35
- 0003789071
- Organisation for Economic Co-operation and Development (Paris: OECD Publications)
- (1998) The Future of Female-Dominated Occupations

36
- 0001866041
- Sex and skill: Notes towards feminist economics
- (1980) Feminist Review , vol.6 , pp. 79-88
- Phillips, A.¹ Taylor, B.²

37
- 0003750317
- London: Mansell
- (2000) Restructuring in the Service Industries: Management Reform and Workplace Relations in the UK Service Sector
- Poynter, G.¹

38
- 0007965134
- Organisational and locational implications of new telemediated services
- R. Mansell (ed.) (London: Aslib)
- (1994) Information, Control and Technical Change , pp. 309-335
- Richardson, R.¹

39
- 0034005825
- Women and work in the information age
- (2000) Gender, Work and Organization , vol.7 , Issue.1 , pp. 20-32
- Stanworth, S.¹

40
- 0002180452
- Emotional labour and the new workplace
- P. Thompson and C. Warhurst eds. (London: Macmillan)
- (1998) Workplaces of the Future
- Taylor, S.¹

41
- 0000253971
- "An assembly line in the head": Work and employee relations in the call centre
- (1999) Industrial Relations Journal , vol.30 , Issue.2 , pp. 101-117
- Taylor, P.¹ Bain, P.²

42
- 0034144906
- Emotional labour and sexual difference in the airline industry
- (2000) Work, Employment and Society , vol.14 , pp. 77-95
- Taylor, S.¹ Tyler, M.²

43
- 0008540081
- Work organisation, control and the experience of work in call centres
- Cardiff Business School, 6-7 September
- (2000) The 15th Annual Employment Research Unit Conference
- Taylor, P.¹ Mulvey, G.² Hyman, J.³ Bain, P.⁴

44
- 0001385014
- Human capital or humanity? Knowledge, skills and competencies in interactive service work
- C. Prichard et al. (eds.)
- (2000) Managing Knowledge: Critical Investigations of Work and Learning , pp. 122-140
- Thompson, P.¹ Warhurst, C.² Callaghan, G.³

45
- 85013236082
- Trades Union Congress, February 2001 (London: TUC)
- (2001) It's Your Call: TUC Call Centres Campaign Report

46
- 33845670878
- The affective consequences of service work: Managing emotions on the job
- (1993) Work and Occupations , vol.20 , Issue.2 , pp. 205-232
- Wharton, A.¹

47
- 70350547963
- Working women and social labour
- Department of Politics, University of Exeter
- (1998) RUSEL Working Paper No. 33
- Woodfield, R.¹

* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.