메뉴 건너뛰기




Volumn 38, Issue 3, 2008, Pages 580-599

Calling social work

Author keywords

Call centres; Consumerism; Cost cutting; Information and communication technology; Private sector

Indexed keywords


EID: 52449107594     PISSN: 00453102     EISSN: 1468263X     Source Type: Journal    
DOI: 10.1093/bjsw/bcl371     Document Type: Review
Times cited : (27)

References (69)
  • 2
    • 0012264428 scopus 로고    scopus 로고
    • Social work processes
    • Adams, R, Dominelli, L. and Payne, M, eds, Basingstoke, Macmillan
    • Adams, R. (1998) 'Social work processes', in Adams, R., Dominelli, L. and Payne, M. (eds), Social Work: Themes, Issues and Critical Debates, Basingstoke, Macmillan.
    • (1998) Social Work: Themes, Issues and Critical Debates
    • Adams, R.1
  • 3
    • 33745713657 scopus 로고    scopus 로고
    • Digital government and its effectiveness in public management reform: A local government perspective
    • Asgarkhani, M. (2005) 'Digital government and its effectiveness in public management reform: A local government perspective', Public Management Review, 7, pp. 465-87.
    • (2005) Public Management Review , vol.7 , pp. 465-487
    • Asgarkhani, M.1
  • 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, pp. 170-85.
    • (2002) New Technology, Work and Employment , vol.17 , pp. 170-185
    • Bain, P.1    Watson, A.2    Mulvey, G.3    Taylor, P.4    Gall, G.5
  • 5
    • 52449089236 scopus 로고    scopus 로고
    • Barclay Report (1982) Social Workers: their Roles and Tasks, London, Bedford Square Press.
    • Barclay Report (1982) Social Workers: their Roles and Tasks, London, Bedford Square Press.
  • 6
    • 84993095379 scopus 로고    scopus 로고
    • The viability of alternative call centre production models
    • Batt, R. and Moynihan, L. (2002) 'The viability of alternative call centre production models', Human Resource Management Journal, 12, pp. 14-34.
    • (2002) Human Resource Management Journal , vol.12 , pp. 14-34
    • Batt, R.1    Moynihan, L.2
  • 7
    • 52449112765 scopus 로고    scopus 로고
    • Bloomfield, B. and Hayes, N. (2004) 'Modernisation and the joining-up of local government services in the UK: Boundaries, knowledge and technology', conference on Information, Knowledge and Management: Reassessing the Role f ICTs in Public and Private Organizations, 3-5 March, Bologna, Superior School of Public Administration.
    • Bloomfield, B. and Hayes, N. (2004) 'Modernisation and the joining-up of local government services in the UK: Boundaries, knowledge and technology', conference on Information, Knowledge and Management: Reassessing the Role f ICTs in Public and Private Organizations, 3-5 March, Bologna, Superior School of Public Administration.
  • 8
    • 28844479612 scopus 로고    scopus 로고
    • The (mis)representation of customer service
    • Bolton, S. and Houlihan, M. (2005) 'The (mis)representation of customer service', Work Employment and Society, 19, pp. 685-703.
    • (2005) Work Employment and Society , vol.19 , pp. 685-703
    • Bolton, S.1    Houlihan, M.2
  • 9
    • 52449089803 scopus 로고    scopus 로고
    • British Telecom , available online at, accessed 10 June 2006
    • British Telecom (2003) Global Services: Case Study Partnership Transforms Liverpool's Performance, available online at www. btglobalservices.com/business/ap/en/docs/case_studies/ bt_liverpoolcitycouncil_casestudy_en.pdf (accessed 10 June 2006).
    • (2003) Global Services: Case Study Partnership Transforms Liverpool's Performance
  • 10
    • 0004283078 scopus 로고    scopus 로고
    • Cabinet Office , London, The Stationery Office
    • Cabinet Office (1999) Modernising Government, London, The Stationery Office.
    • (1999) Modernising Government
  • 12
    • 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, pp. 13-27.
    • (2001) Economic and Industrial Democracy , vol.22 , pp. 13-27
    • Callaghan, G.1    Thompson, P.2
  • 13
    • 0001888256 scopus 로고
    • From dangerousness to risk
    • Burrell, G, Gordon, C. and Millar, P, eds, London, Harvester Wheatsheaf
    • Castel, R. (1991) 'From dangerousness to risk', in Burrell, G., Gordon, C. and Millar, P. (eds), The Foucault Effect: Studies in Governmentality, London, Harvester Wheatsheaf.
    • (1991) The Foucault Effect: Studies in Governmentality
    • Castel, R.1
  • 15
    • 55949093836 scopus 로고    scopus 로고
    • An introduction to the information age
    • F. Webster ed, London, Routledge
    • Castells, M. (1997) 'An introduction to the information age', in F. Webster (ed.), The Information Society Reader, London, Routledge.
    • (1997) The Information Society Reader
    • Castells, M.1
  • 16
    • 0013143446 scopus 로고    scopus 로고
    • Reinventing the welfare state
    • Clarke, J, Gerwirtz, S. and McLaughlin, E, eds, London, Sage
    • Clarke, J., Gerwirtz, S. and McLaughlin, E. (2000a) 'Reinventing the welfare state', in Clarke, J., Gerwirtz, S. and McLaughlin, E. (eds), New Managerialism, New Welfare?, London, Sage.
    • (2000) New Managerialism, New Welfare
    • Clarke, J.1    Gerwirtz, S.2    McLaughlin, E.3
  • 17
    • 0011482601 scopus 로고    scopus 로고
    • Guarding the public interest? Auditing public services
    • Clarke, J, Gerwirtz, S. and McLaughlin, E, eds, London, Sage
    • Clarke, J., Gerwirtz, S., Hughes, G. and Humphrey, J. (2000b) 'Guarding the public interest? Auditing public services', in Clarke, J., Gerwirtz, S. and McLaughlin, E. (eds), New Managerialism, New Welfare?, London, Sage.
    • (2000) New Managerialism, New Welfare
    • Clarke, J.1    Gerwirtz, S.2    Hughes, G.3    Humphrey, J.4
  • 19
    • 49749119749 scopus 로고    scopus 로고
    • Professionals at work: A study of autonomy and skill utilization in nurse call centres in England and Canada
    • Deery, S. and Kinnie, N, eds, Basingstoke, Palgrave
    • Collin-Jacques, C. (2004) 'Professionals at work: A study of autonomy and skill utilization in nurse call centres in England and Canada', in Deery, S. and Kinnie, N. (eds), Call Centres and Human Resource Management, Basingstoke, Palgrave.
    • (2004) Call Centres and Human Resource Management
    • Collin-Jacques, C.1
  • 20
    • 15744371187 scopus 로고    scopus 로고
    • Nursing on the line: Experiences from England and Quebec
    • Collin-Jacques, C. and Smith, C. (2005) 'Nursing on the line: Experiences from England and Quebec', Human Relations, 58, pp. 5-32.
    • (2005) Human Relations , vol.58 , pp. 5-32
    • Collin-Jacques, C.1    Smith, C.2
  • 22
    • 52449096803 scopus 로고    scopus 로고
    • Local government well placed to deliver a further £1.3bn of efficiency savings', DCLG
    • Department for Communities and Local Government , /, 13 June, available online at, accessed 17 June 2006
    • Department for Communities and Local Government (2006) 'Local government well placed to deliver a further £1.3bn of efficiency savings', DCLG News Release 2006/ 0027 (13 June 2006), available online at www.communities.gov. uk/index.asp?id=1002882&pressnoticeid=2173 (accessed 17 June 2006).
    • (2006) News Release 2006 , pp. 0027
  • 23
    • 52449085108 scopus 로고    scopus 로고
    • available online at, accessed 24 June 2006
    • Department of Health (2006) Care Services Efficiency Delivery, available online at www.dh.gov.uk/policyandguidance/ healthandsocialcaretopics/socialcare/careservicesefficencydelivery (accessed 24 June 2006).
    • (2006) Care Services Efficiency Delivery
  • 24
    • 84882525840 scopus 로고    scopus 로고
    • Employers' Organisation and Improvement Development Agency , London, Employers' Organisation and Improvement Development Agency
    • Employers' Organisation and Improvement Development Agency (2001) Call and Contact Centres in Local Government: Getting it Right, London, Employers' Organisation and Improvement Development Agency.
    • (2001) Call and Contact Centres in Local Government: Getting it Right
  • 25
    • 33745661692 scopus 로고    scopus 로고
    • Capital to the rescue? New Labour's business solutions to old welfare problems'
    • Farnsworth, K. (2006) 'Capital to the rescue? New Labour's business solutions to old welfare problems', Critical Social Policy, 26, pp. 817-42.
    • (2006) Critical Social Policy , vol.26 , pp. 817-842
    • Farnsworth, K.1
  • 26
    • 52449112764 scopus 로고    scopus 로고
    • Fernie, S. and Metcalfe, D. H. (1998) (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops, London, LSE, Centre for Economic Performance.
    • Fernie, S. and Metcalfe, D. H. (1998) (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops, London, LSE, Centre for Economic Performance.
  • 27
    • 1942538291 scopus 로고    scopus 로고
    • The crisis of civil service trade unionism: A case study of call centre development in a civil service agency
    • Fisher, M. (2004) 'The crisis of civil service trade unionism: A case study of call centre development in a civil service agency', Work, Employment and Society, 18, pp. 157-77.
    • (2004) Work, Employment and Society , vol.18 , pp. 157-177
    • Fisher, M.1
  • 28
    • 52449091405 scopus 로고    scopus 로고
    • Rethinking service delivery: What lies ahead for local e-government?
    • March, available online at, accessed 23 May 2006
    • Fitzpatrick, J. (2006) 'Rethinking service delivery: What lies ahead for local e-government?', speech to the Local Government Association Conference on 21 March 2006, available online at www.odpm.gov.uk/index.asp?id=1164506 (accessed 23 May 2006).
    • (2006) speech to the Local Government Association Conference on 21
    • Fitzpatrick, J.1
  • 30
    • 27644455664 scopus 로고    scopus 로고
    • Social work's "electronic turn": Notes on the deployment of information and communication technologies in social work with children and families'
    • Garrett, P. M. (2005) 'Social work's "electronic turn": Notes on the deployment of information and communication technologies in social work with children and families', Critical Social Policy, 25, pp. 529-53.
    • (2005) Critical Social Policy , vol.25 , pp. 529-553
    • Garrett, P.M.1
  • 33
    • 52449088696 scopus 로고    scopus 로고
    • Griffiths Report (1988) Community Care: Agenda for Action, London, HMSO.
    • Griffiths Report (1988) Community Care: Agenda for Action, London, HMSO.
  • 34
    • 5444249731 scopus 로고    scopus 로고
    • Information and communication technologies in the welfare services: Wired wonderland or hypertext hell?
    • Harlow, E. and Webb, S, eds, London, Jessica Kingsley Publishers
    • Harlow, E. (2003) 'Information and communication technologies in the welfare services: Wired wonderland or hypertext hell?', in Harlow, E. and Webb, S. (eds), Information and Communication Technologies in the Welfare Services, London, Jessica Kingsley Publishers.
    • (2003) Information and Communication Technologies in the Welfare Services
    • Harlow, E.1
  • 36
    • 0032218142 scopus 로고    scopus 로고
    • Scientific management, bureau-professionalism and new managerialism: The labour process of state social work
    • Harris, J. (1998) 'Scientific management, bureau-professionalism and new managerialism: The labour process of state social work', British Journal of Social Work, 28, pp. 839-62.
    • (1998) British Journal of Social Work , vol.28 , pp. 839-862
    • Harris, J.1
  • 39
    • 0035536054 scopus 로고    scopus 로고
    • Voices from the front line: State social workers and New Labour
    • Jones, C. (2001) 'Voices from the front line: State social workers and New Labour', British Journal of Social Work, 31, pp. 547-62.
    • (2001) British Journal of Social Work , vol.31 , pp. 547-562
    • Jones, C.1
  • 43
    • 33749605436 scopus 로고    scopus 로고
    • The menu in society: Mediating structures of power and enchanting myths of individual sovereignty
    • Korczynski, M. and Ott, U. (2006) 'The menu in society: Mediating structures of power and enchanting myths of individual sovereignty', Sociology, 40, pp. 911-28.
    • (2006) Sociology , vol.40 , pp. 911-928
    • Korczynski, M.1    Ott, U.2
  • 44
    • 0034360885 scopus 로고    scopus 로고
    • Service work in consumer capitalism: Customers, control and contradictions
    • Korczynski, M., Shire, K., Frenkel, S. and Tam, M. (2000) 'Service work in consumer capitalism: Customers, control and contradictions', Work, Employment and Society, 14, pp. 669-87.
    • (2000) Work, Employment and Society , vol.14 , pp. 669-687
    • Korczynski, M.1    Shire, K.2    Frenkel, S.3    Tam, M.4
  • 45
    • 0842317000 scopus 로고    scopus 로고
    • Social services: Managing the third way
    • Clarke, J, Gewirtz, S. and McLaughlin, E, eds, London, Sage
    • Langan, M. (2000) 'Social services: Managing the third way', in Clarke, J., Gewirtz, S. and McLaughlin, E. (eds), New Managerialism, New Welfare?, London, Sage.
    • (2000) New Managerialism, New Welfare
    • Langan, M.1
  • 46
    • 52449099396 scopus 로고    scopus 로고
    • Lukács, G. (1971, orig. 1923) History and Class Consciousness, London, Merlin.
    • Lukács, G. (1971, orig. 1923) History and Class Consciousness, London, Merlin.
  • 47
    • 52449132183 scopus 로고    scopus 로고
    • Management Issues (2004) Call Centre Employment Set to Rise, available online at www.management-issues.com/2004/8/24/research/call-centre- employment-set-to-rise.asp (accessed 8 May 2006).
    • Management Issues (2004) Call Centre Employment Set to Rise, available online at www.management-issues.com/2004/8/24/research/call-centre- employment-set-to-rise.asp (accessed 8 May 2006).
  • 48
    • 13244257301 scopus 로고    scopus 로고
    • Getting real about surveillance and privacy at work
    • Woolgar, S, ed, Oxford, Oxford University Press
    • Mason, D., Button, G., Lankshear, G. et al. (2002) 'Getting real about surveillance and privacy at work', in Woolgar, S. (ed.) Virtual Society? Technology, Cyberbole, Reality, Oxford, Oxford University Press.
    • (2002) Virtual Society? Technology, Cyberbole, Reality
    • Mason, D.1    Button, G.2    Lankshear, G.3
  • 51
    • 20644447098 scopus 로고    scopus 로고
    • New Labour's information age policy programme: An ideology analysis'
    • Moss, G. and O'Loughlin, B. (2005) 'New Labour's information age policy programme: An ideology analysis', Journal of Political Ideologies, 10, pp. 165-83.
    • (2005) Journal of Political Ideologies , vol.10 , pp. 165-183
    • Moss, G.1    O'Loughlin, B.2
  • 52
  • 53
    • 0002768688 scopus 로고    scopus 로고
    • Beyond the new public management? Modernizing public services
    • Clarke, J, Gerwirtz, S. and McLaughlin, E, eds, London, Sage
    • Newman, J. (2000) 'Beyond the new public management? Modernizing public services', in Clarke, J., Gerwirtz, S. and McLaughlin, E. (eds), New Managerialism, New Welfare?, London, Sage.
    • (2000) New Managerialism, New Welfare
    • Newman, J.1
  • 54
    • 0037992319 scopus 로고    scopus 로고
    • The new public management, modernization and institutional change: Disruptions, disjunctures and dilemmas
    • McLaughlin, K, Osborne, S. P. and Ferlie, E, eds, London, Routledge
    • Newman, J. (2003) 'The new public management, modernization and institutional change: Disruptions, disjunctures and dilemmas', in McLaughlin, K., Osborne, S. P. and Ferlie, E. (eds), New Public Management: Current Trends and Future Prospects, London, Routledge.
    • (2003) New Public Management: Current Trends and Future Prospects
    • Newman, J.1
  • 56
    • 26944490360 scopus 로고    scopus 로고
    • Beyond the New Public Management? Public services and the social investment state
    • Newman, J. and McKee, B. (2005) 'Beyond the New Public Management? Public services and the social investment state', Policy and Politics, 33, pp. 657-74.
    • (2005) Policy and Politics , vol.33 , pp. 657-674
    • Newman, J.1    McKee, B.2
  • 57
    • 52449119193 scopus 로고    scopus 로고
    • Government continues drive for even better, more efficiently organised public services
    • available online at, accessed 31 January 2005
    • Office of the Deputy Prime Minister (2005) 'Government continues drive for even better, more efficiently organised public services', News Release 2005/0017, 28/1/05, available online at www.odpm.gov.uk/pns/displaypn.cgi? pn_id=2005_0017 (accessed 31 January 2005).
    • (2005) News Release 2005/0017, 28/1/05
  • 60
    • 0036255606 scopus 로고    scopus 로고
    • Working "between the idea and the reality": Ambiguities and tensions in care managers' work'
    • Postle, K. (2002) 'Working "between the idea and the reality": Ambiguities and tensions in care managers' work', British Journal of Social Work, 32, pp. 335-51.
    • (2002) British Journal of Social Work , vol.32 , pp. 335-351
    • Postle, K.1
  • 61
    • 27644519154 scopus 로고    scopus 로고
    • Technology and systems of referral taking in social services: From narrative to code
    • Harlow, E. and Webb, S, eds, London, Jessica Kingsley Publishers
    • Regan, S. (2003) 'Technology and systems of referral taking in social services: From narrative to code', in Harlow, E. and Webb, S. (eds), Information and Communication Technologies in the Welfare Services, London, Jessica Kingsley Publishers.
    • (2003) Information and Communication Technologies in the Welfare Services
    • Regan, S.1
  • 62
    • 0004018018 scopus 로고    scopus 로고
    • New Century Edition, Thousand Oaks, Pine Forge Press
    • Ritzer, G. (2000) The McDonaldization of Society: New Century Edition, Thousand Oaks, Pine Forge Press.
    • (2000) The McDonaldization of Society
    • Ritzer, G.1
  • 64
    • 52449099398 scopus 로고    scopus 로고
    • Social Services Inspectorate (1999) 'Open All Hours?' Inspection of Local Authority Social Services Emergency Out of Hours Arrangements, London, Department of Health.
    • Social Services Inspectorate (1999) 'Open All Hours?' Inspection of Local Authority Social Services Emergency Out of Hours Arrangements, London, Department of Health.
  • 65
    • 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, pp. 101-17.
    • (1999) Industrial Relations Journal , vol.30 , pp. 101-117
    • Taylor, P.1    Bain, P.2
  • 66
    • 33748500011 scopus 로고    scopus 로고
    • Selling human services: Public sector rationalisation and the call centre labour process
    • van den Broek, D. (2003) 'Selling human services: Public sector rationalisation and the call centre labour process', Australian Bulletin of Labour, 29, pp. 236-52.
    • (2003) Australian Bulletin of Labour , vol.29 , pp. 236-252
    • van den Broek, D.1
  • 68
    • 52449085107 scopus 로고    scopus 로고
    • Efficiency in local government 2005: The second wave
    • September, available online at, accessed 22 September 2006
    • Woolas, P. (2005) 'Efficiency in local government 2005: The second wave', speech at the Inmarsat Conference Centre, 15 September 2005, available online at www.odpm.gov.uk/stellent/groups/odpm_about/documents/page/ odpm_about_04112 (accessed 22 September 2006).
    • (2005) speech at the Inmarsat Conference Centre, 15
    • Woolas, P.1
  • 69
    • 52449132184 scopus 로고    scopus 로고
    • Driving improvement: Beyond CPA
    • 28 February 2006, available online at, accessed 28 February 2006
    • Woolas, P. (2006) 'Driving improvement: Beyond CPA', speech to the Local Government Association conference, 28 February 2006, available online at www.odpm.gov.uk/index.asp?id=1163896 (accessed 28 February 2006).
    • (2006) speech to the Local Government Association conference
    • Woolas, P.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.