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Volumn , Issue , 2006, Pages 152-169

Agency and constraint: Call centre managers talk about their work

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Indexed keywords


EID: 49749133401     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203003008     Document Type: Chapter
Times cited : (7)

References (23)
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  • 2
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    • Women, Social Skill and Interactive Service Work in Telephone Call Centres
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  • 3
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    • We Recruit Attitude: The Selection and Shaping of Routine Call Centre Labour
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  • 8
    • 1542524997 scopus 로고    scopus 로고
    • Why do Managers do What they do? Reconciling Evidence and Theory in Accounts of Managerial Work
    • Hales, C. (1999) 'Why do Managers do What they do? Reconciling Evidence and Theory in Accounts of Managerial Work', British Journal of Management, 10: 335-350.
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    • Hales, C.1
  • 9
    • 84986135425 scopus 로고    scopus 로고
    • Managing to Manage? Stories from the Call Centre Floor
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    • (2001) Journal of European Industrial Training , vol.25 , Issue.2 , pp. 208-220
    • Houlihan, M.1
  • 10
    • 12944302610 scopus 로고    scopus 로고
    • Tensions and Variations in Management Strategies in Call Centres
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    • Houlihan, M.1
  • 12
    • 0018500556 scopus 로고
    • Power Failure in Management Circuits
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    • (1979) Harvard Business Review , vol.57 , Issue.4 , pp. 65-74
    • Kanter, R.1
  • 14
    • 0038855361 scopus 로고    scopus 로고
    • What Happens when the Phone goes Wild? Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime
    • Knights, D. and McCabe, D. (1998) 'What Happens when the Phone goes Wild? Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime', Journal of Management Studies, 35(2): 163-194.
    • (1998) Journal of Management Studies , vol.35 , Issue.2 , pp. 163-194
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  • 15
    • 0005458722 scopus 로고    scopus 로고
    • The Contradictions of Service Work: Call Centre as Customer Oriented Bureaucracy
    • in A. Sturdy, I. Grugulis, and H. Willmott (eds), Basingstoke: Palgrave
    • Korczynski, M. (2001) 'The Contradictions of Service Work: Call Centre as Customer Oriented Bureaucracy', in A. Sturdy, I. Grugulis, and H. Willmott (eds) Customer Service: Empowerment and Entrapment, Basingstoke: Palgrave.
    • (2001) Customer Service: Empowerment and Entrapment
    • Korczynski, M.1
  • 17
    • 0035438061 scopus 로고    scopus 로고
    • Call Centre Employees' Responses to Electronic Monitoring: Some Research Findings
    • Lankshear, G., Cook, P., Mason, D., Coates, S. and Button, G. (2001) 'Call Centre Employees' Responses to Electronic Monitoring: Some Research Findings', Work, Employment and Society, 15(3): 595-605.
    • (2001) Work, Employment and Society , vol.15 , Issue.3 , pp. 595-605
    • Lankshear, G.1    Cook, P.2    Mason, D.3    Coates, S.4    Button, G.5
  • 19
    • 0000253971 scopus 로고    scopus 로고
    • An Assembly Line in the Head': Work and Employment Relations in the Call Centre
    • Taylor, P. and Bain, P. (1999) 'An Assembly Line in the Head': Work and Employment Relations in the Call Centre', Industrial Relations Journal, 30(2): 101-117.
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  • 20
    • 0036492066 scopus 로고    scopus 로고
    • Work Organisation, Control and the Experience of Work in Call Centres
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    • (2002) Work, Employment and Society , vol.16 , Issue.1 , pp. 133-150
    • Taylor, P.1    Mulvey, G.2    Hyman, J.3    Bain, P.4
  • 21
    • 84965506964 scopus 로고
    • All Quiet on the Workplace Front? A Critique of Recent Trends in British Industrial Sociology
    • Thompson, P. and Ackroyd, S. (1995) 'All Quiet on the Workplace Front? A Critique of Recent Trends in British Industrial Sociology', Sociology, 29(4): 615-633.
    • (1995) Sociology , vol.29 , Issue.4 , pp. 615-633
    • Thompson, P.1    Ackroyd, S.2
  • 23
    • 0002376374 scopus 로고    scopus 로고
    • Rethinking Management and Managerial Work
    • Willmott, H. (1997) 'Rethinking Management and Managerial Work', Human Relations, 50(11): 1329-1350.
    • (1997) Human Relations , vol.50 , Issue.11 , pp. 1329-1350
    • Willmott, H.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.