메뉴 건너뛰기




Volumn 14, Issue 3, 2004, Pages 15-38

Call Centre Offshoring To India: The Revenge of History?

Author keywords

[No Author keywords available]

Indexed keywords


EID: 34047269024     PISSN: 10301763     EISSN: 23255676     Source Type: Journal    
DOI: 10.1080/10301763.2004.10669292     Document Type: Article
Times cited : (43)

References (62)
  • 2
    • 0010626095 scopus 로고    scopus 로고
    • ‘Consolidation, “cowboys” and the developing employment relationship in British, Dutch and US call centres’
    • Holtgrewe U., Kerst C., Shire K., (eds), Ashgate: Aldershot, and,. Edited by
    • Bain, P and Taylor, P. 2002a. “ ‘Consolidation, “cowboys” and the developing employment relationship in British, Dutch and US call centres’ ”. In Re-Organising Service Work: Call Centres in Germany and Britain Edited by: Holtgrewe, U, Kerst, C and Shire, K. Ashgate: Aldershot.
    • (2002) Re-Organising Service Work: Call Centres in Germany and Britain
    • Bain, P.1    Taylor, P.2
  • 3
    • 0242470686 scopus 로고    scopus 로고
    • ‘Ringing the changes? Union recognition and organisation in call centres in the UK finance sector’
    • Bain, P and Taylor, P. 2002b. ‘Ringing the changes? Union recognition and organisation in call centres in the UK finance sector’. Industrial Relations Journal, 33 (3): 246–61.
    • (2002) Industrial Relations Journal , vol.33 , Issue.3 , pp. 246-261
    • Bain, P.1    Taylor, P.2
  • 4
    • 0036863034 scopus 로고    scopus 로고
    • ‘Taylorism, targets and the pursuit of quantity and quality by call centre management’
    • Bain, P, Watson, A, Mulvey, G, Taylor, P and Gall, G. 2002. ‘Taylorism, targets and the pursuit of quantity and quality by call centre management’. New Technology, Work and Employment, 17 (3): 154–69.
    • (2002) New Technology, Work and Employment , vol.17 , Issue.3 , pp. 154-169
    • Bain, P.1    Watson, A.2    Mulvey, G.3    Taylor, P.4    Gall, G.5
  • 5
    • 0033823074 scopus 로고    scopus 로고
    • ‘Globalisation, information technology and the emergence of niche transnational cities: the growth of the call centre in Dublin’
    • Breathnach, P. 2000. ‘Globalisation, information technology and the emergence of niche transnational cities: the growth of the call centre in Dublin’. Geoforum, 31 (4): 477–85.
    • (2000) Geoforum , vol.31 , Issue.4 , pp. 477-485
    • Breathnach, P.1
  • 7
    • 0034025938 scopus 로고    scopus 로고
    • ‘Call centre growth and location: corporate strategy and the spatial division of labour’
    • Bristow, G, Munday, M and Griapos, P. 2000. ‘Call centre growth and location: corporate strategy and the spatial division of labour’. Environment and Planning A, 32: 519–38.
    • (2000) Environment and Planning A , vol.32 , pp. 519-538
    • Bristow, G.1    Munday, M.2    Griapos, P.3
  • 8
    • 0035585705 scopus 로고    scopus 로고
    • ‘Edwards revisited: technical control and call centres’
    • Callaghan, G and Thompson, P. 2001. ‘Edwards revisited: technical control and call centres’. Economic and Industrial Democracy, 22 (1): 13–37.
    • (2001) Economic and Industrial Democracy , vol.22 , Issue.1 , pp. 13-37
    • Callaghan, G.1    Thompson, P.2
  • 18
    • 84859329058 scopus 로고    scopus 로고
    • ‘Call centres and beyond: a thematic evaluation’
    • Deery, S and Kinnie, N. 2002. ‘Call centres and beyond: a thematic evaluation’. Human Resource Management Journal, 12 (4): 3–13.
    • (2002) Human Resource Management Journal , vol.12 , Issue.4 , pp. 3-13
    • Deery, S.1    Kinnie, N.2
  • 19
    • 0036623999 scopus 로고    scopus 로고
    • ‘Work relationships in telephone call centres: understanding emotional exhaustion and employee withdrawal’
    • Deery, S, Iverson, R and Walsh, J. 2002. ‘Work relationships in telephone call centres: understanding emotional exhaustion and employee withdrawal’. Journal of Management Studies, 39 (4): 471–96.
    • (2002) Journal of Management Studies , vol.39 , Issue.4 , pp. 471-496
    • Deery, S.1    Iverson, R.2    Walsh, J.3
  • 21
    • 77952311184 scopus 로고    scopus 로고
    • ‘India: the enemies of promise’, 30 August, p
    • 2003. The Economist 47 ‘India: the enemies of promise’, 30 August, p.
    • (2003) The Economist , pp. 47
  • 22
    • 85160290445 scopus 로고    scopus 로고
    • ‘India's war with itself’
    • The Economist p.,. In
    • 2002. “ ‘India's war with itself’ ”. In The World in 2003 79 The Economist p.
    • (2002) The World in 2003 , pp. 79
  • 23
    • 85022204677 scopus 로고    scopus 로고
    • 30 June
    • 2003. Economy and Business 30 June, http://www.deccanherald/jun302003/eb.asp
    • (2003) Economy and Business
  • 26
    • 85160339549 scopus 로고    scopus 로고
    • (forthcoming) ‘“Striving under chaos”: the effects of market turbulence and organisational flux on call centre work’
    • Stewart P., (ed), London: Palgrave, and,. Edited by
    • Gall, G, Taylor, P, Baldly, C and Bain, P. “ (forthcoming) ‘“Striving under chaos”: the effects of market turbulence and organisational flux on call centre work’ ”. In Emerging Patterns of Work and Employment Edited by: Stewart, P. London: Palgrave.
    • Emerging Patterns of Work and Employment
    • Gall, G.1    Taylor, P.2    Baldly, C.3    Bain, P.4
  • 28
    • 0004202335 scopus 로고    scopus 로고
    • Edinburgh: Edinburgh University Press
    • Harvey, D. 2000. Spaces of Hope Edinburgh: Edinburgh University Press.
    • (2000) Spaces of Hope
    • Harvey, D.1
  • 33
    • 84993019428 scopus 로고    scopus 로고
    • ‘Evolving high commitment management and the experience of the RAC call centre’
    • Hutchinson, S, Purcell, J and Kinnie, N. 2000. ‘Evolving high commitment management and the experience of the RAC call centre’. Human Resource Management, 10 (1): 63–78.
    • (2000) Human Resource Management , vol.10 , Issue.1 , pp. 63-78
    • Hutchinson, S.1    Purcell, J.2    Kinnie, N.3
  • 34
    • 0142241830 scopus 로고    scopus 로고
    • London: Incomes Data Services
    • Incomes Data Services [IDS]. 1998–2003. Pay and conditions in call centres London: Incomes Data Services.
    • (1998) Pay and conditions in call centres
  • 35
    • 0009993402 scopus 로고    scopus 로고
    • ‘“Fun and surveillance”: the paradox of high commitment management in call centres’
    • Kinnie, N, Hutchinson, S and Purcell, J. 2000. ‘“Fun and surveillance”: the paradox of high commitment management in call centres’. International Journal of Human Resource Management, 11 (5): 967–85.
    • (2000) International Journal of Human Resource Management , vol.11 , Issue.5 , pp. 967-985
    • Kinnie, N.1    Hutchinson, S.2    Purcell, J.3
  • 37
    • 33645508405 scopus 로고    scopus 로고
    • ‘Webs of resistance in transnational call centres: strategic agents, service providers and customers’
    • Mills T., Mills H., (eds), New York: Routledge,. Edited by
    • Mirchandani, K. 2003. “ ‘Webs of resistance in transnational call centres: strategic agents, service providers and customers’ ”. In Gender, Organization and the Micropolitics of Resistance Edited by: Mills, T and Mills, H. New York: Routledge.
    • (2003) Gender, Organization and the Micropolitics of Resistance
    • Mirchandani, K.1
  • 38
    • 0030427065 scopus 로고    scopus 로고
    • ‘The impact of “telemediated services” on corporate structures: the example of “branchless” retail banking in Britain’
    • Marshall, JN and Richardson, R. 1996. ‘The impact of “telemediated services” on corporate structures: the example of “branchless” retail banking in Britain’. Environment and Planning A, 28: 1843–58.
    • (1996) Environment and Planning A , vol.28 , pp. 1843-1858
    • Marshall, J.N.1    Richardson, R.2
  • 47
    • 33645508009 scopus 로고    scopus 로고
    • London: Outsourcing Insight
    • Outsourcing Insight. 2001. The Call for India London: Outsourcing Insight.
    • (2001) The Call for India
  • 48
    • 0030433293 scopus 로고    scopus 로고
    • ‘The growth of telephone call centres in peripheral areas of Britain: evidence from Tyne and Wear’
    • Richardson, R and Marshall, JN. 1996. ‘The growth of telephone call centres in peripheral areas of Britain: evidence from Tyne and Wear’. AREA, 28 (3): 308–17.
    • (1996) AREA , vol.28 , Issue.3 , pp. 308-317
    • Richardson, R.1    Marshall, J.N.2
  • 49
    • 84992885767 scopus 로고    scopus 로고
    • ‘The labour process and union commitment within a banking services call centre’
    • Rose, E. 2002. ‘The labour process and union commitment within a banking services call centre’. The Journal of Industrial Relations, 44 (1): 40–61.
    • (2002) The Journal of Industrial Relations , vol.44 , Issue.1 , pp. 40-61
    • Rose, E.1
  • 53
    • 0242592347 scopus 로고    scopus 로고
    • ‘“A unique working environment”: health, sickness and absence management in UK call centres’
    • Taylor, P, Baldry, C, Bain, P and Ellis, V. 2003. ‘“A unique working environment”: health, sickness and absence management in UK call centres’. Work, Employment and Society, 17 (3): 435–58.
    • (2003) Work, Employment and Society , vol.17 , Issue.3 , pp. 435-458
    • Taylor, P.1    Baldry, C.2    Bain, P.3    Ellis, V.4
  • 54
    • 0036492066 scopus 로고    scopus 로고
    • ‘Work organization, control and the experience of work in call centres’
    • Taylor, P, Hyman, J, Mulvey, G and Bain, P. 2002. ‘Work organization, control and the experience of work in call centres’. Work, Employment and Society, 16 (1): 133–50.
    • (2002) Work, Employment and Society , vol.16 , Issue.1 , pp. 133-150
    • Taylor, P.1    Hyman, J.2    Mulvey, G.3    Bain, P.4
  • 56
    • 0000253971 scopus 로고    scopus 로고
    • ‘“An assembly line in the head”: work and employee relations in the call centre’
    • Taylor, P and Bain, P. 1999. ‘“An assembly line in the head”: work and employee relations in the call centre’. Industrial Relations Journal, 30 (2): 101–17.
    • (1999) Industrial Relations Journal , vol.30 , Issue.2 , pp. 101-117
    • Taylor, P.1    Bain, P.2
  • 58
    • 0035578888 scopus 로고    scopus 로고
    • ‘“Trade unions, workers” rights and the frontier of control in UK call centres’
    • Taylor, P and Bain, P. 2001b. ‘“Trade unions, workers” rights and the frontier of control in UK call centres’. Economic and Industrial Democracy, 22 (1): 39–66.
    • (2001) Economic and Industrial Democracy , vol.22 , Issue.1 , pp. 39-66
    • Taylor, P.1    Bain, P.2
  • 60
    • 0002180452 scopus 로고    scopus 로고
    • ‘Emotional labour and the new workplace’
    • Thompson P., Warhurst C., (eds), Basingstoke: Macmillan,. Edited by
    • Taylor, S. 1998. “ ‘Emotional labour and the new workplace’ ”. In Workplaces of the Future Edited by: Thompson, P and Warhurst, C. 84–103. Basingstoke: Macmillan. pp.
    • (1998) Workplaces of the Future , pp. 84-103
    • Taylor, S.1
  • 61
    • 0004173056 scopus 로고    scopus 로고
    • 14 July
    • 2003. The Times of India 14 July, http://timesofindia.indiatimes.com/articleshow/75736.cms
    • (2003) The Times of India


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.