The call centre: A nursery for new forms of work organisation?

Service Industries Journal

Volumn 24, Issue 1, 2004, Pages 1-18

  Wickham, James ^a   Collins, Gráinne ^a  

^a TRINITY COLLEGE DUBLIN   (Ireland)

Author keywords

[No Author keywords available]

Indexed keywords

INDUSTRIAL PRACTICE; SERVICE SECTOR; WORKING CONDITIONS;

EID: 0347595496     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/02642060412331301102     Document Type: Article

References (29)

1. Baker, D., 2002, 'Call Centres: A Better Connection', Financial Times, 15 January.
2. Belt, V., R. Richardson and J. Webster, 2000, 'Women's Work in the Information Economy: The Case of Telephone Call Centres', Information, Communication and Society, Vol.3, No.3, pp.336-85.
3. Belt, V., R. Richardson and J. Webster 2002, 'Women, Social Skill and Interactive Service Work in Telephone Call Centres', New Technology Work & Employment, Vol.17, No.1, pp.20-35.
4. Breathnach, P., 2000, 'Globalisation, Information Technology and the Emergence of Niche Transnational Cities', Geoforum, Vol.31, pp.477-85.
5. Bristow, G., M. Munday and P Gripaios, 2000. 'Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour', Environment and Planning A, Vol.32, No.3, pp.519-38.
6. Callaghan, G. and P. Thompson, 2001, 'Edwards Revisited: Technical Control and Call Centres', Economic and Industrial Democracy, Vol.22, No.1, pp.13-37.
7. CEMP, 2001, The Creation of European Management Practice, final report submitted to European Commission DG Research, University of Uppsala (Sween), Department of Business Studies.
8. Dupy, G., 1999, 'From the "Magic Circle" to "Automobile Dependence" Measurements and Political Implications', Transport Policy, Vol.6, pp.1-17.
9. Elzen, B., J. Schot and R. Hoogma, 1998, 'Managing Socio-Technical Change: How to Design Experiments with Electrical Vehicles..., paper presented at the EASST conference, Lisbon.
10. Fernie, S. and D. Metcalf, 1997, (Not) Hanging on the Telephone: Payment Systems in the New, Sweatshops, Working Paper 891, London School of Economics.
11. FLEXCOT, 2000, Flexible Work Practices and Communication Technology, final report submitted to European Commission DG Research (Namur: Fondation Travail-Université (FTU)).
12. Froebel, F., J. Heinrichs and O. Kreye, 1979, The New International Division of Labour, Cambridge: Cambridge University Press.
13. Goodrich, C., 1975 [1921], The Frontier of Control : A Study in British Workshop Politics, London: Pluto Press.
14. Guthrie, J., 2002, 'Warning that Call Centre Employment is to Halve', Financial Times, 3 June.
15. Hochschild, A., 1983, The Managed Heart, Berkeley: University of California Press.
16. Hutchinson, S., J Purcell and N Kinnie, 2000, 'Evolving High Commitment Management and the Experience of the RAC Call Centre', Human Resource Management Journal, Vol.10, No.1, pp.63-78.
17. Huws, Ursula, 2001, 'Who's Waiting? The Contestation of Time in Service Delivery and its Implication for the Quality of Life', paper presented to the conference 'The Contribution of the Social Sciences to the European Research Area', Bruges, October.
18. Komito, L., 1998, 'Paper "Work" and Electronic Files: Defending Professional Practice', Journal of Information Technology, Vol.13, No.4, pp.235-46.
19. Lankshear, G., P. Cook, D. Mason, S. Coates and G. Button, 2001, 'Call Centre Employees' Responses to Electronic Monitoring: Some Research Findings', Work Employment & Society, Vol.15, No.3, pp.595-606.
20. Marshall, J. and R. Richardson, 1996, 'The Impact of 'Telemediated' Services on Corporate Structures: The Example of 'Branchless' Retail Banking In Britain', Environment and Planning A, Vol.28, No.10, pp.1845-56.
21. NESY, 2001, New Forms of Employment and Working Time in the Service Economy, final report submitted to European Commission DG Research (Wissenschaftszentrum Nordrhein-Westfalen, Institut Arbeit und Technik (IAT)).
22. Poli, P, 2000, Workers of the Talking Factory: A Case Study of an International Workforce Employed in a Dublin Based Customer Service Call Centre. MSc dissertation, Applied Social Research, Trinity College Dublin.
23. Ritzer, G., 1995, The McDonaldization of Society. An Investigation into the Changing Character of Contemporary Social Life, London: Pine Forge.
24. Roberts, D. and J. Packard, 2002, 'Call Centre Generation "Let Down" by Recent Closures', Financial Times, 3 May.
25. SERVEMPLOI (2002). Innovations in Information Society Service Sectors: Implications for Women's Work. Expertise and Opportunities in European Workplaces, final report submitted to European Commission DG Research (Dublin: Employment Research Centre).
26. Taylor, P. and P. Bain, 1999, "'An Assembly Line in the Head": Work and Employee Relations in the Call Centre', Industrial Relations Journal, Vol.30, No.2, pp.101-17.
27. Taylor, P. and P. Bain, 2001, 'Trade Unions, Workers' Rights and the Frontier of Control in UK Call Centres', Economic and Industrial Democracy, Vol.22, No.1, pp.39-66.
28. Taylor, P. J. Hyman, G. Mulvey and P. Bain, 2002, 'Work Organisation, Control and the Experience of Work in Call Centres', Work, Employment and Society, Vol.30, No.2, pp.133-50.
29. Weinkopf, Claudia (2002). Flieβbandarbeit am Telefon? Call Center oft besser als ihr Ruf, .IAT-Report 2002-08, Gelsenkirchen: Institut Arbeit und Technik.