Talking shop - Contact centres and dimensions of 'social exclusion'

Telematics and Informatics

Volumn 20, Issue 4, 2003, Pages 275-296

  Chassay, Catherine ^a   Case, Peter ^a  

^a OXFORD BROOKES UNIVERSITY   (United Kingdom)

Author keywords

Call centres; Contact centres; Customer relationship management; Human resources; Organizational narratives; Rationalization; Scientific management; Virtual working

Indexed keywords

PERSONNEL TRAINING; SALES; SOFTWARE ENGINEERING;

CONTACT CENTRES;

INFORMATION ANALYSIS;

EID: 0038007948     PISSN: 07365853     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0736-5853(02)00022-9     Document Type: Article

References (37)

1. Angell I. The New Barbarian Manifesto. 2000;Kogan Page, London.
2. Asian Labour Update. Working Conditions Inside Telephone Call Centres (Issue 34, Labour Movement and the Internet) http://www.amrc.org.hk/archivehttm.
3. Bauman Z. Postmodern Ethics. 1993;Blackwell, Oxford.
4. Bauman Z. Life in Fragments. 1995;Blackwell, Oxford.
5. Belt, V., Richardson, R., Webster, J., van Klaveren, M., Tidjens, K., 2000. Work Opportunities for Women in the Information Society: Call Centre Teleworking. Final Report to the Information Society Project Office of the European Commission. [online] University of Newcastle upon Tyne. Available from: http://www.ncl.ac.uk/curds (Accessed 17:10:00).
6. Benschop, Y., Doorewaard, H., 1998. Six of one and half a dozen of the other: the gender subtext of taylorism and team-based work. Gender, Work and Organisation 5(1).
7. Beynon H. Working for Ford. 1973;Pelican, London.
8. Braverman H. Labor and Monopoly Capital: The Degradation of Work in the Twentieth Century. 1974;Monthly Review Press, New York.
9. Callaghan G., Thompson P. We Recruit Attitude: The Selection and Shaping of Routine Call Centre Labour. Journal of Management Studies. 39(2):2002.
10. Cameron D. Good to Talk. 2000;Sage, London.
11. Case P. Virtual Stories of Virtual Working: Critical Reflections on CTI Consultancy-Discourse. Clark T., Fincham R. Critical Consulting: Perspectives on the Management Advice Industry. 2001;Blackwell, Oxford.
12. Chamberlain, F., 2000. A Human Face-Staffing for the Technology Age. cc:manager (May/July).
13. Czarnaiwska-Joerges B. Exploring Complex Organizations. 1992;Sage, Newbury Park.
14. Dierckxsens, W., 2000. The Limits of Capitalism. An Approach to Globalization Without Neoliberalism. Zed Books, London.
15. Denbigh, A., 1999. Right at the centre of things. Teleworker, Oct-Nov.
16. Gabriel, Y., 2000. Storytelling in Organisations. Facts, Fictions and Fantasies, OUP, Oxford.
17. Gallick, G., 2000. Qualitys treat. Maintaining standards for loyalty CONNECT (Dec) 6(3).
18. Galpin S., Sims D. Narratives and identity in flexible working and teleworking organisations. Jackson P. Virtual Working: Social and organisational dynamics. 1999;Routledge, London.
19. Greene, A., Ackers, P., Black, J., 2002. Going against the historial grain: perspectives on gendered occupational identity and resistance to the breakdown of occupational segregation of two manufacturing firms. Gender, Work and Organisation 9(3).
20. Hearn J., Parkin W. Organizations, multiple oppressions and postmodernism. Hassard J., Parker M. Postmodernism and Organisations. 1993;Sage, London.
21. Hoos I.R. Automation in the Office. 1961;Public Affairs Press, Washington.
22. Lacey, H., 2001. Sweatshop slaves of the virtual age. Independent 25 February.
23. Mackenzie, P., 2000. Mastering Outsourcing CONNECT. Teleworker 6(5).
24. Magic Software Enterprises Ltd., 2000. Maximizing Call Center Value from Inbound and Outbound Calls Magic CRM White Paper http://www.magicsoftware.com.
25. Mirchandani K. No Longer a Struggle? Teleworkers reconstruction of the work-non-work boundary. Jackson P., VanderWielen J.M. Teleworking: International Perspectives. 1998;Routledge, London.
26. Pollecoff, M., 2000. Knowledge workers and churn-the lesson of the call centre. Customer Contact Solutions (Dec).
27. Ritzer G. The McDonaldization of Society. 1993;Pine Forge Press, Thousand Oaks.
28. Rodgers, K., Howlett, D., 2000. What is CRM? A White Paper by TBC Research in association with Goldmine Software (Europe) Ltd. Reading: Goldmine Software (Europe) Ltd.
29. Simpson I.H. Historical patterns of workplace organization: from mechanical to electronic control and beyond. Current Sociology. 47(2):1999.
30. Stanworth, C., 2000. Women and work in the information age. Gender, Work and Organisation 7(1).
31. Taylor P., Bain P. An Assembly Line in the Head-Work and Employee Relations in the Call Centre. Industrial Relations Journal. 30(2):1999;101-117.
32. Tierney, S., 2000. Agents with an assembly-line in their heads. Customer Contact Solutions (Dec).
33. Tolmie, P., Hughes, J., Rouncefield, M., Sharrock, W., 1998. The Virtual Manager? change and continuity in managerial work. [online] Lancaster University. Available from: http://www.comp.lancs.ac.uk/sociology/VSOC/WES.html.
34. Townley B. Reframing Human Resource Management. 1994;Sage, London.
35. Waldin, S. (Ed.), 2000. Star Performers - are they born or made? cc:manager (Aug/Oct).
36. Webster J. Revelation in the office? Implications for womens paid work. Dutton W.H. Information and Communication Technologies: Visions and Realities. 1996;OUP, Oxford.
37. Woolgar S. Technologies as cultural artifacts. Dutton W.H. Information and Communication Technologies: Visions and Realities. 1996;OUP, Oxford.