A national survey of Korean call centres

Developments in the Call Centre Industry: Analysis, Changes and Challenges

Volumn , Issue , 2006, Pages 75-91

  Lee, Byoung Hoon ^a   Kang, Hye Young ^b  

^a Chung Ang University   (South Korea)

^b POSCO   (South Korea)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 49749126622     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203003008     Document Type: Chapter

References (13)

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2. Batt, R., Doellgast, V. and Kwon, H. (2004) 'The U.S. Call Centre Industry 2004: National Benchmarking Report: Strategy-HR Practices, and Performance', Report of the Global Call Centre Industry Project.
3. Belt, V. (2002) 'Women, Social Skill and Interactive Service Work in Telephone Call Centres', New Technology, Work and Employment, 17(1): 20-34.
4. Buchanan, R. and Kock-Schulte, S. (2000) 'Gender on the Line: Technology, Restructuring and the Reorganisation of Work in the Call Centre Industry', Ottawa: Status of Women Canada.
5. Callcenter Information Research Centre (2004) Basic Statistics of Korean Call Centre Industry (in Korean).
6. Frenkel, S., Korczynski, M., Shire, K. and Tam, M. (1999) On the Front Line: Organisation of Work in the Information Economy, Ithaca: Cornell Press.
7. Holtgrewe, U., Kerst, C. and Shire, K. (2002) Re-organising Service Work: Call centres in Germany and Britain, Burlington: Ashgate.
8. Houlihan, M. (2002) 'Tensions and Variations in Call Centre Management Strategies', Human Resource Management Journal, 12(4): 67-85.
9. Korea Labor Institute (2005) 2005 KLI Labor Statistics, Seoul: KLI (in Korean).
10. Lee, B., Kang, H. and Kwon, H. (2004) 'Diverging Convergence in the ICT-driven Employment Relations: a Comparative Case Study of Korean Call Centres', Paper presented to the 2004 Asia-Pacific IIRA Conference, Seoul, 23-25 June.
11. Lee, B., Kang, H., Kwon, H. and Kim J. (2005) Employment Relations and Labor Issues in the Korean Call Centre Industry, Seoul: Korea Labor Institute (in Korean).
12. Mulholland, K. (2002) 'Gender, Emotional Labour and Teamworking in a Call Centre', Personal Review, 131(3): 283-303.
13. Taylor, P. and Bain, P. (1999) 'An "Assembly Line in the Head": the Call Centre Labour Process', Industrial Relations Journal, 30(2): 101-117.