Characteristics of work organization in UK and Philippine call centres

Team Performance Management

Volumn 13, Issue 7-8, 2007, Pages 227-243

  Clark, Eppie Estanislao ^a  

^a UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

Call centres; Philippines; Service industries; Team working; United Kingdom; Work design

Indexed keywords

EID: 35848947452     PISSN: 13527592     EISSN: None     Source Type: Journal    
DOI: 10.1108/13527590710842547     Document Type: Article

References (26)

1. Barney, J. (1995), "Looking inside for competitive advantage", Academy of Management Executive, Vol. 9 No. 4, pp. 49-61.
2. Batt, R. (2002), "Managing customer services: Human resource practices, quit rates and sales growth", Academy of Management Journal, Vol. 45 No. 3, pp. 587-97.
3. Batt, R. and Moynihan, L. (2004), "The viability of alternative call centre production models", in Deery, S. and Kinnie, N. (Eds), Call Centres and Human Resource Management, Macmillan, New York, NY.
4. Benders, J. and Van Hootegem, G. (1999), "Teams and their context: moving the team discussion beyond existing dichotomies", Journal of Management Studies, Vol. 36 No. 5, pp. 609-28.
5. Cherns, A. (1976), "The principles of sociotechnical design", Human Relations, Vol. 29 No. 8, pp. 783-92.
6. Cooney, R. (2004), "Empowered self-management and the design of work teams", Personnel Review, Vol. 33 No. 6, pp. 677-92.
7. Crocitto, M. and Youssef, M. (2003), "The human side of organizational agility", Industrial Management & Data Systems, Vol. 103 No. 6, pp. 388-97.
8. Davis, R. (1999), "Smoother operators", People Management, Vol. 5 No. 2, pp. 56-8.
9. Emery, F. (1972), "Characteristics of socio-technical systems", in Davis, L. and Taylor, J. (Eds), Design of Jobs, Penguin Books, Harmondsworth.
10. Gulowsen, J. (1973), "Organizational design in industry: Towards a democratic, socio-technical approach", Personnel Review, Vol. 2, pp. 30-7.
11. Hackman, J.R. and Oldham, G.R. (1980), Work Redesign, Addison-Wesley, Reading, MA.
12. Janis, I.L. (1972), Victims of Group Think, Houghton Mifflin, Boston, MA.
13. 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, Vol. 11 No. 5, pp. 967-85.
14. Klein, J.A. (1989), "The human costs of manufacturing reform", Harvard Business Review, Vol. 67 No. 2, pp. 60-6.
15. MacDuffie, J. (1995), "Human resource bundles and manufacturing performance: Organizational logic and flexible production systems in the world auto industry", Industrial and Labor Relations Review, Vol. 48 No. 2, pp. 197-221.
16. MacDuffie, J. and Krafcik, J. (1992), "Integrating technology and human resources for high performance manufacturing: Evidence from the international auto industry", in Kochan, T. and Useem, M. (Eds), Transforming Organizations, Oxford University Press, New York, NY.
17. Manz, C.C., Keating, D.E. and Donnnellon, A. (1990), "Preparing for an organizational change to employee self-management", Organizational Dynamics, Vol. 19 No. 2, pp. 15-26.
18. Niepce, W. and Molleman, E. (1996), "Characteristics of work organization in lean production and sociotechnical systems: A case study", International Journal of Operations & Production Management, Vol. 16 No. 2, pp. 77-90.
19. Niepce, W. and Molleman, E. (1998), "Work design issues in lean production from a sociotechnical systems perspective: Neo-Taylorism or the next step in sociotechnical design?", Human Relations, Vol. 51 No. 3, pp. 259-87.
20. Pascale, R.T. and Athos, A.G. (1981), The Art of Japanese Management, Allen Lane, London.
21. Tajfel, H. (1981), Human Groups and Social Categories, Cambridge University Press, Cambridge.
22. Taylor, P. and Bain, P. (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.
23. Trist, E.L. and Bamforth, K.W. (1951), "Some social and psychological consequences of the Long Wall method of coal getting", Human Relations, Vol. 4 No. 1, pp. 3-38.
24. van Amelsvoort, P. and Benders, J. (1996), "Team time: A model for developing self-direction", International Journal of Operations & Production Management, Vol. 16 No. 2, pp. 159-70.
25. van Eijnatten, F.M. (1993), The Paradigm that Changed the Workplace, van Gorcum, Assen.
26. Womack, J., Jones, D. and Roos, D. (1990), The Machine that Changed the World, Rawson Macmillan, New York, NY.