CRM in call centres: The logic of practice

IFIP Advances in Information and Communication Technology

Volumn 126, Issue , 2003, Pages 69-83

  Richardson, Helen J ^a  

^a UNIVERSITY OF SALFORD   (United Kingdom)

Author keywords

Call centres; Critical research; CRM systems; Field; Habitus; Knowledge management; Logic of practice; Symbolic violence

Indexed keywords

INFORMATION SYSTEMS; INFORMATION USE; KNOWLEDGE MANAGEMENT; PUBLIC RELATIONS;

CALL CENTRES; CRITICAL RESEARCHES; CRM SYSTEMS; FIELD; HABITUS; LOGIC OF PRACTICE; SYMBOLIC VIOLENCE;

COMPUTER CIRCUITS;

EID: 84904319272     PISSN: 18684238     EISSN: None     Source Type: Book Series    
DOI: 10.1007/978-0-387-35695-2     Document Type: Conference Paper

References (28)

1. Adam, A. and Richardson, H. "Feminist Philosophy and IS", IS Frontiers, (3:2), 2001, pp. 143-154.
2. Alvesson, M. and Skõlberg, K. Reflexive Methodology, London: SAGE, 1999.
3. Alvesson, M. and Deetz, S. Doing Critical Management Research, London: SAGE, 2000.
4. Bannister, F. "The Dimension of Time: Interpretive Historiography in Information Systems Research", Electronic Journal of Business Research Methods, (1: 1), Nov. 2002, pp. 1-10.
5. Belt, Y., Richardson R., Webster, L. "Women's Work in the Information Economy: The Case of Telephone Call Centres", Information Communication and Society, (3:3), 2000, pp. 366-385.
6. Bentley, T. "Knowledge Management? Humbug!", Management Accounting, April 1999.
7. Boudreau, M.-C. "Report on the Panel Discussion Assessing Critical Social Theory Research in IS", IFIP WG 8.2 Working Conference in Philadelphia, May 31 to June 3,1997.
8. Bourdieu, P. "Contre-Faux" Polity Cambridge cited in Callinicos, A. "Social Theory Put to the Test of Politics: Pierre Bourdieu and Anthony Giddens", New Left Review, (11236), July-August 1999, pp. 77-102.
9. Bourdieu, P. The Logic of Practice, Polity Press, 1990.
10. Bourdieu, P. "Three Forms of Theoretical Knowledge", Social Science Information, (12), 1973, pp. 53-80, cited in Schultz, U. Boland, R.J. Knowledge Management Technology and the Reproduction of Knowledge Work Practices, Journal of Strategic IS, (9), 2000, pp. 193-212.
11. Calhoun, c., LiPuma, E., Postone, M. (eds.) Bourdieu Critical Perspectives, Polity Press, 1993.
12. Castells, M. The Rise of the Network Society, Oxford: Blackwell, 1996.
13. Ciborra C. U. and Associates (eds.) From Control to Drift. The Dynamics of Corporate Information Infrastructures, Oxford: University Press, 2000.
14. Frenkel, S., Korczynski, M., Shire, K., Tam, M. On the Front Line: Organisation of Work in the Information Economy, Cornel University Press, 1999.
15. Franz, C. R. and Robey, D. "An Investigation of User-Led Systems Design: Rational and Political Perspectives", Communications of the ACM, (27:12),1984, pp. 1202-1209.
16. Gibbons, M., Limoges, C., Nowotny, H., Schwartzman, S., Scott, P., and Trow, M. The New Production of Knowledge: The Dynamics of Science and Research in Contemporary Societies, London: SAGE, 1994.
17. Hochschild, A. The Managed Heart: Commercialization of Human Feeling. University of California Press, 1983. Cited in Belt, V., Richardson R., Webster, J. "Women's Work in the Information Economy: The Case of Telephone Call Centres", Information Communication and Society, (3:3), 2000, pp. 366-385.
18. Kvasny, L. and Truex, D. "Information Technology and the Cultural Reproduction of Social order: a Research Paradigm" in R. Baskerville, J. Stage, J. DeGross (eds.) Organisational and Social perspectives on IS, Boston, Mass.: Kluwer Academic Publishers, 2000.
19. Light, B. "A Review of the Issues Associated with Customer Relationship Management Systems", in The Proceedings of the 9th European Conference on IS, 27-29 June, Bled, Slovenia, 2001.
20. Markus, M. L. "Power, Politics and MIS implementation", Communications of the ACM, (26:6), 1983, pp. 430-444.
21. Orlikowski, W. J. "The Duality of Technology: Rethinking the Concept of Technology in Organizations", in Bryant, C.G.A. and Jary, D. (eds.) The Contemporary Giddens. Social Theory in a Globalizing Age. Palgrave Macmillan, 2001.
22. Richardson, H. and Richardson, K. "Customer Relationship Management Systems and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!", Australian Journal of Information Systems, May 2002.
23. Schultze, U. and Boland, RJ. "Knowledge Management Technology and the Reproduction of Knowledge Work Practices", Journal of Strategic IS, (9), 2000, pp. 193-212.
24. Truex, D. and Ngwenyama, O.K. "Unpacking the Ideology of Postindustrial Team-Based Management", in the Proceedings of the Conference on 25 years after Bravermall's Labor, Capital and Monopoly, Binghamton, New York, 1998.
25. TUC "It's your Call. TUC Call Centre Workers Campaign", Trades Union Congress, February 2001.
26. Walsham, G. Making a World of Difference: IT ill a Global Context, Wiley, 2001.
27. Wilson M. and Howcroft D. "The Role of Gender in User Resistance and IS Failure", in Baskerville R., Stage J., and DeGross J. (eds.) Organisational alld Social Perspectives on Information Technology, Boston, Mass.: Kluwer Academic Publishers, 2000, pp. 453-472.
28. Wolfreys, J. "The Radicalism of Pierre Bourdieu", SWRecordings 235 Bookmarks, 2000.