Work organization, control and the experience of work in call centres

Work, Employment and Society

Volumn 16, Issue 1, 2002, Pages 133-150

  Taylor, Phil ^a   Mulvey, Gareth ^b   Hyman, Jeff ^c   Bain, Peter ^b  

^a UNIVERSITY OF STIRLING   (United Kingdom)

^b UNIVERSITY OF STRATHCLYDE   (United Kingdom)

^c GLASGOW CALEDONIAN UNIVERSITY   (United Kingdom)

Author keywords

Call centres; Knowledge economy; Taylorism; Work organization

Indexed keywords

EID: 0036492066     PISSN: 09500170     EISSN: None     Source Type: Journal    
DOI: 10.1177/09500170222119281     Document Type: Article

References (24)

1. Employee attitudes, worker attitudes and trade union representation in call centres
2. Entrapped by the "Electronic panopticon"? Worker resistance in the call centre
3. Strategic segmentation in front-line services: Matching customers, employees and human resource systems
4. "Call girls": Women, work and the telephone
5. Edwards revisited: Technical control and call centres
6. Employment, technology and employment in the UK clearing banks: Is the honeymoon over?
7. Beyond bureaucracy? Work organisation in call centres
8. Can I help you? Call centres and job satisfaction
9. Evolving high commitment management and the experience of the RAC call centre
10. The growth of telephone call centres in peripheral areas of Britain: Evidence from tyne and wear
11. Unionising call centre workers - The communication workers' union campaign at typetalk
12. "An assembly line in the head": Work and employee relations in the call centre
13. Trade unions, workers' rights and the frontier of control in UK call centres
14. Emotional labour and the new workplace
15. Scales for the measurement of some work attitudes and aspects of psychological well-being