-
1
-
-
15744366421
-
Professional control issues between medicine and nursing in primary care
-
A.L. Mark & S. Dopson (Eds), London: Macmillan
-
Ashburner, L. & Birch, K. Professional control issues between medicine and nursing in primary care. In A.L. Mark & S. Dopson (Eds), Organisational behaviour in health care: The research agenda. London: Macmillan, 1999.
-
(1999)
Organisational Behaviour in Health Care: The Research Agenda
-
-
Ashburner, L.1
Birch, K.2
-
2
-
-
0034060950
-
Entrapped by the 'electronic panopticon'? Worker resistance in the call centre
-
Bain, P. & Taylor, P. Entrapped by the 'electronic panopticon'? Worker resistance in the call centre. New Technology, Work and Employment, 2000, 15, 2-18.
-
(2000)
New Technology, Work and Employment
, vol.15
, pp. 2-18
-
-
Bain, P.1
Taylor, P.2
-
3
-
-
0036863034
-
Taylorism, targets and the pursuit of quantity and quality by call centre management
-
Bain, P., Watson, A., Mulvey, G., Taylor, P. & Gall, G. Taylorism, targets and the pursuit of quantity and quality by call centre management. New Technology, Work and Employment, 2002, 17, 170-86.
-
(2002)
New Technology, Work and Employment
, vol.17
, pp. 170-186
-
-
Bain, P.1
Watson, A.2
Mulvey, G.3
Taylor, P.4
Gall, G.5
-
4
-
-
0036069421
-
Clinical decision support in the NHS - The clinical element
-
Baker, M., Robson, B. & Shears, J. Clinical decision support in the NHS - The clinical element. The Journal of Clinical Governance, 2002, 10, 77-82.
-
(2002)
The Journal of Clinical Governance
, vol.10
, pp. 77-82
-
-
Baker, M.1
Robson, B.2
Shears, J.3
-
5
-
-
0005636219
-
Strategic segmentation in front-line services: Matching customers, employees and human resource systems
-
Batt, R. Strategic segmentation in front-line services: Matching customers, employees and human resource systems. International Journal of Human Resources Management, 2000, 11, 540-61.
-
(2000)
International Journal of Human Resources Management
, vol.11
, pp. 540-561
-
-
Batt, R.1
-
6
-
-
84860097325
-
BBC news 13 April 1999
-
[accessed 13 September 1999]
-
BBC News 13 April 1999. Health PM backs high street healthcare. Available [accessed 13 September 1999]: http://news.bbc.co.uk/hi/english/h.../317456.st
-
Health PM Backs High Street Healthcare
-
-
-
8
-
-
0035585705
-
Edwards revisited: Technical control and call centres
-
Callaghan, G. & Thompson, P. Edwards revisited: Technical control and call centres. Economic and Industrial Democracy, 2001, 22(1), 13-36.
-
(2001)
Economic and Industrial Democracy
, vol.22
, Issue.1
, pp. 13-36
-
-
Callaghan, G.1
Thompson, P.2
-
9
-
-
84959800442
-
Continuous improvement of nursing practice: Experience in Quebec
-
Chagnon, M. Continuous improvement of nursing practice: Experience in Quebec. Quality Assurance in Health Care, 1992, 4, 179-86.
-
(1992)
Quality Assurance in Health Care
, vol.4
, pp. 179-186
-
-
Chagnon, M.1
-
10
-
-
0008018639
-
Theorizing about organization cross-nationally
-
J.L.C. Cheng & R.B. Peterson (Eds). Stamford, CT: JAI Press
-
Child, J. Theorizing about organization cross-nationally. In J.L.C. Cheng & R.B. Peterson (Eds), Advances in international comparative management, Vol. 13. Stamford, CT: JAI Press, 2000.
-
(2000)
Advances in International Comparative Management
, vol.13
-
-
Child, J.1
-
12
-
-
0141935737
-
Issues of skill formation in Japanese approaches to automation
-
P.S. Adler (Ed.). Oxford: Oxford University Press
-
Cole, R.E. Issues of skill formation in Japanese approaches to automation. In P.S. Adler (Ed.), Technology and the future of work. Oxford: Oxford University Press, 1992.
-
(1992)
Technology and the Future of Work
-
-
Cole, R.E.1
-
13
-
-
49749119749
-
Professionals at work: A study of autonomy and skill utilization in nurse call centres in England and Canada
-
S. Deery & N. Kinnie (Eds). Basingstoke: Palgrave
-
Collin-Jacques, C. Professionals at work: A study of autonomy and skill utilization in nurse call centres in England and Canada. In S. Deery & N. Kinnie (Eds), Call centres and human resource management. Basingstoke: Palgrave, 2004.
-
(2004)
Call Centres and Human Resource Management
-
-
Collin-Jacques, C.1
-
14
-
-
15744381500
-
The effect of customer service encounters on job satisfaction and emotional exhaustion
-
S. Deery & N. Kinnie (Eds). Basingstoke: Palgrave
-
Deery, S., Iverson, R. & Walsh, J. The effect of customer service encounters on job satisfaction and emotional exhaustion. In S. Deery & N. Kinnie (Eds), Call centres and human resource management. Basingstoke: Palgrave, 2004.
-
(2004)
Call Centres and Human Resource Management
-
-
Deery, S.1
Iverson, R.2
Walsh, J.3
-
15
-
-
0003665913
-
-
London: Department of Health
-
Department of Health. The new NHS: Modern, dependable. London: Department of Health, 1997.
-
(1997)
The New NHS: Modern, Dependable
-
-
-
17
-
-
15744401759
-
The bastard let us down: NHS Direct bidder
-
Donnelly, L. The bastard let us down: NHS Direct bidder. Health Service Journal, 2000, 110(5722), 5.
-
(2000)
Health Service Journal
, vol.110
, Issue.5722
, pp. 5
-
-
Donnelly, L.1
-
20
-
-
0000502272
-
Beyond bureaucracy? Work organisation in call centres
-
Frenkel, S., Korczynski, M., Shire, K. & Tam, M. Beyond bureaucracy? Work organisation in call centres. International Journal of Human Resource Management, 1998, 9, 957-79.
-
(1998)
International Journal of Human Resource Management
, vol.9
, pp. 957-979
-
-
Frenkel, S.1
Korczynski, M.2
Shire, K.3
Tam, M.4
-
21
-
-
0003562643
-
-
Ithaca, NY: Cornell University Press
-
Frenkel, S., Korczynski, M., Shire, K. & Tam, M. On the front line: Organization of work in the information economy. Ithaca, NY: Cornell University Press, 1999.
-
(1999)
On the front Line: Organization of Work in the Information Economy
-
-
Frenkel, S.1
Korczynski, M.2
Shire, K.3
Tam, M.4
-
23
-
-
15744392984
-
Technology, knowledge and nursing: The case of NHS Direct
-
Paper presented at the, Cardiff Business School, 10-11 September
-
Hanlon, G., Goode, J., Greatbatch, D., Strangleman, T., Luff, D. & O'Cathain, A. Technology, knowledge and nursing: The case of NHS Direct. Paper presented at the 18th annual Employment Research Unit conference, Cardiff Business School, 10-11 September 2003.
-
(2003)
18th Annual Employment Research Unit Conference
-
-
Hanlon, G.1
Goode, J.2
Greatbatch, D.3
Strangleman, T.4
Luff, D.5
O'Cathain, A.6
-
25
-
-
15744383443
-
Computer machine tools, manpower consequences and skill utilization: A study of British and West German firms
-
N. Heap et al. (Eds). London: Sage
-
Hartmann, G., Nicholas, I., Sorge, A. and Warner, M. Computer machine tools, manpower consequences and skill utilization: A study of British and West German firms. In N. Heap et al. (Eds), Information technology and society. London: Sage, 1995.
-
(1995)
Information Technology and Society
-
-
Hartmann, G.1
Nicholas, I.2
Sorge, A.3
Warner, M.4
-
27
-
-
33144458878
-
Employee well-being in call centres
-
S. Deery Se N. Kinnie (Eds). Basingstoke: Palgrave
-
Holman, D. Employee well-being in call centres. In S. Deery Se N. Kinnie (Eds), Call centres in human resource management. Basingstoke: Palgrave, 2004.
-
(2004)
Call Centres in Human Resource Management
-
-
Holman, D.1
-
29
-
-
27344445492
-
Tension and variations in call centre management strategies
-
S. Deery & N. Kinnie (Eds). Basingstoke: Palgrave
-
Houlihan, M. Tension and variations in call centre management strategies. In S. Deery & N. Kinnie (Eds), Call centres in human resource management. Basingstoke: Palgrave, 2004.
-
(2004)
Call Centres in Human Resource Management
-
-
Houlihan, M.1
-
30
-
-
0009993402
-
Fun and surveillance: The paradox of high commitment management in call centres
-
Kinnie, N., Purcell, J. & Hutchinson, S. Fun and surveillance: The paradox of high commitment management in call centres. International Journal of Human Resource Management, 2000, 11, 967-85.
-
(2000)
International Journal of Human Resource Management
, vol.11
, pp. 967-985
-
-
Kinnie, N.1
Purcell, J.2
Hutchinson, S.3
-
31
-
-
0005458722
-
The contradictions of service work: Call centre as customer-oriented bureaucracy
-
A. Sturdy, I. Grugulis & H. Willmott (Eds). Basingstoke: Palgrave
-
Korczynski, M. The contradictions of service work: Call centre as customer-oriented bureaucracy. In A. Sturdy, I. Grugulis & H. Willmott (Eds), Customer service: Empowerment and entrapment. Basingstoke: Palgrave, 2001.
-
(2001)
Customer Service: Empowerment and Entrapment
-
-
Korczynski, M.1
-
33
-
-
0003582309
-
-
Cambridge, MA: MIT Press
-
Maurice, M., Sellier, F. & Silvestre, J.-J. The social foundations of industrial power: A comparison of France and Germany. Cambridge, MA: MIT Press, 1986.
-
(1986)
The Social Foundations of Industrial Power: A Comparison of France and Germany
-
-
Maurice, M.1
Sellier, F.2
Silvestre, J.-J.3
-
36
-
-
84860098024
-
-
Québec: Ministère de la Santé et des Services Sociaux
-
Ministère de la Santé et des Services Sociaux. Report of the commission of inquiry on health and social welfare. Vol. IV, Tome II. Québec: Ministère de la Santé et des Services Sociaux, 1966.
-
(1966)
Report of the Commission of Inquiry on Health and Social Welfare
, vol.2-4
-
-
-
37
-
-
84860097327
-
-
Québec: Ministère de la Santé et des Services Sociaux
-
Ministère de la Santé et des Services Sociaux. Service téléphonique: Accessibilité continue 2417, Québec: Ministère de la Santé et des Services Sociaux, 1994.
-
(1994)
Service Téléphonique: Accessibilité Continue
, vol.24
, Issue.7
-
-
-
39
-
-
0004013346
-
-
Sheffield: University of Sheffield, Medical Care Research Unit
-
Munro, J., Nicholl, J., O'Cathain, A. & Knowles, E. Evaluation of NHS Direct first waves sites: Second intérim report to the Department of Health. Sheffield: University of Sheffield, Medical Care Research Unit, 2000.
-
(2000)
Evaluation of NHS Direct First Waves Sites: Second Intérim Report to the Department of Health
-
-
Munro, J.1
Nicholl, J.2
O'Cathain, A.3
Knowles, E.4
-
40
-
-
0003968783
-
-
London: The Stationery Office
-
National Audit Office. NHS Direct in England. London: The Stationery Office, 2002.
-
(2002)
NHS Direct in England
-
-
-
42
-
-
0002222334
-
Social choice in machine design: The case of automatically controlled machine tools
-
A. Zimbalist (Ed.). New York: Monthly Review Press
-
Noble, D. Social choice in machine design: The case of automatically controlled machine tools. In A. Zimbalist (Ed.) Case studies on the labour process. New York: Monthly Review Press, 1979.
-
(1979)
Case Studies on the Labour Process
-
-
Noble, D.1
-
43
-
-
0027202622
-
The reform of the Quebec health care system: Potential for innovation
-
Spring
-
Pineault, R., Lamarche, P.A., Champagne, F., Contandriopoulos, A-P. and Denis, J.-L. The reform of the Quebec health care system: Potential for innovation. Journal of Public Health Policy, 1993, Spring, 198-219.
-
(1993)
Journal of Public Health Policy
, pp. 198-219
-
-
Pineault, R.1
Lamarche, P.A.2
Champagne, F.3
Contandriopoulos, A.-P.4
Denis, J.-L.5
-
45
-
-
0028345927
-
Health care in Canada: A system in turmoil
-
Rathwell, T. Health care in Canada: A system in turmoil. Health Policy, 1994, 27, 5-17.
-
(1994)
Health Policy
, vol.27
, pp. 5-17
-
-
Rathwell, T.1
-
46
-
-
0031881069
-
Telephone triage improves demand management effectiveness
-
Sabin, M. Telephone triage improves demand management effectiveness. Health Financial Management, 1998, 52(8), 49-51.
-
(1998)
Health Financial Management
, vol.52
, Issue.8
, pp. 49-51
-
-
Sabin, M.1
-
47
-
-
15744396349
-
Two vie for NHS Direct
-
Sanders, T. Two vie for NHS Direct. Health Service Journal, 1999, 109(5646), 3.
-
(1999)
Health Service Journal
, vol.109
, Issue.5646
, pp. 3
-
-
Sanders, T.1
-
48
-
-
0032037387
-
Between the lines
-
Shamash, J. Between the lines. Nursing Standard, 1998, 12(28), 22-3.
-
(1998)
Nursing Standard
, vol.12
, Issue.28
, pp. 22-23
-
-
Shamash, J.1
-
49
-
-
0033542852
-
Nurse-led telephone-advice lines
-
Shekelle, P. & Roland, M. Nurse-led telephone-advice lines. The Lancet, 1999, 354, 88-9.
-
(1999)
The Lancet
, vol.354
, pp. 88-89
-
-
Shekelle, P.1
Roland, M.2
-
52
-
-
84965634081
-
System, society and dominance effects in cross-national organisational analysis
-
Smith, C. & Meiksins, P. System, society and dominance effects in cross-national organisational analysis. Work, Employment & Society, 1995, 9, 241-67.
-
(1995)
Work, Employment & Society
, vol.9
, pp. 241-267
-
-
Smith, C.1
Meiksins, P.2
-
54
-
-
0010941839
-
The societal effect in the strategies of French and West German machine-tool manufacturers
-
B. Kogut (Ed.). Oxford: Oxford University Press
-
Sorge, A. & Maurice, M. The societal effect in the strategies of French and West German machine-tool manufacturers. In B. Kogut (Ed.), Country competitiveness. Oxford: Oxford University Press, 1993.
-
(1993)
Country Competitiveness
-
-
Sorge, A.1
Maurice, M.2
-
55
-
-
0000253971
-
An assembly line in the head: Work and employee relations in the call centre
-
Taylor, P. & Bain, P. An assembly line in the head: Work and employee relations in the call centre. Industrial Relations Journal, 1999, 30, 101-17.
-
(1999)
Industrial Relations Journal
, vol.30
, pp. 101-117
-
-
Taylor, P.1
Bain, P.2
-
56
-
-
0035578888
-
Trade unions, workers' rights and the frontier of control in UK call centres
-
Taylor, P. & Bain, P. Trade unions, workers' rights and the frontier of control in UK call centres. Economic and Industrial Democracy 2001, 22(1), 39-65.
-
(2001)
Economic and Industrial Democracy
, vol.22
, Issue.1
, pp. 39-65
-
-
Taylor, P.1
Bain, P.2
-
57
-
-
0036492066
-
Work organisation, control and the experience of work in call centres
-
Taylor, P., Mulvey, G., Hyman, J. & Bain, P. Work organisation, control and the experience of work in call centres. Work, Employment & Society, 2002, 16(1), 133-50.
-
(2002)
Work, Employment & Society
, vol.16
, Issue.1
, pp. 133-150
-
-
Taylor, P.1
Mulvey, G.2
Hyman, J.3
Bain, P.4
-
59
-
-
84973748633
-
Segregated occupations and gender stereotyping: A study of secretarial work in Europe
-
Truss, C., Goffee, R. & Jones, G. Segregated occupations and gender stereotyping: A study of secretarial work in Europe. Human Relations, 1995, 48, 1331-54.
-
(1995)
Human Relations
, vol.48
, pp. 1331-1354
-
-
Truss, C.1
Goffee, R.2
Jones, G.3
-
60
-
-
15744373609
-
Call to arms? Collective and individual responses to call centre labour management
-
S. Deery & N. Kinnie (Eds). Basingstoke: Palgrave
-
Van Den Broek, D. Call to arms? Collective and individual responses to call centre labour management. In S. Deery & N. Kinnie (Eds), Call centres in human resource management. Basingstoke: Palgrave, 2004.
-
(2004)
Call Centres in Human Resource Management
-
-
Van Den Broek, D.1
-
61
-
-
0037271702
-
Telephone nurse's experience of problems with telephone advice in Sweden
-
Wahlberg, A.-C., Cedersund, E. & Wredling, R. Telephone nurse's experience of problems with telephone advice in Sweden. Journal of Clinical Nursing, 2003, 12(1), 37.
-
(2003)
Journal of Clinical Nursing
, vol.12
, Issue.1
, pp. 37
-
-
Wahlberg, A.-C.1
Cedersund, E.2
Wredling, R.3
-
64
-
-
0003361373
-
The challenge of nursing
-
J. Gabe, D. Kelleher & G. Williams (Eds). London: Routledge
-
Witz, A. The challenge of nursing. In J. Gabe, D. Kelleher & G. Williams (Eds), Challenging medicine. London: Routledge, 1994.
-
(1994)
Challenging Medicine
-
-
Witz, A.1
|