메뉴 건너뛰기




Volumn , Issue , 2006, Pages 1-18

Developments in the call centre sector: An overview

Author keywords

[No Author keywords available]

Indexed keywords


EID: 84905603767     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203003008     Document Type: Chapter
Times cited : (6)

References (40)
  • 1
    • 0034060950 scopus 로고    scopus 로고
    • Entrapped by the "Electronic Panopticon"? Worker Resistance in the Call Centre
    • Bain, P. and Taylor, P. (2000) 'Entrapped by the "Electronic Panopticon"? Worker Resistance in the Call Centre', New Technology, Work and Employment, 15(1): 2-17.
    • (2000) New Technology, Work and Employment , vol.15 , Issue.1 , pp. 2-17
    • Bain, P.1    Taylor, P.2
  • 2
    • 0036863034 scopus 로고    scopus 로고
    • Taylorism, Targets and the Pursuit of Quantity and Quality in Call Centre Management
    • Bain, P., Watson, A., Mulvey, G., Taylor, P. and Gall, G. (2002) 'Taylorism, Targets and the Pursuit of Quantity and Quality in Call Centre Management', New Technology, Work and Employment, 17(3): 170-185.
    • (2002) New Technology, Work and Employment , vol.17 , Issue.3 , pp. 170-185
    • Bain, P.1    Watson, A.2    Mulvey, G.3    Taylor, P.4    Gall, G.5
  • 3
    • 85045159603 scopus 로고    scopus 로고
    • Diaries, Dunnies and Discipline: Resistance and Accommodation to Monitoring in Call Centres
    • Barnes, A. (2004) 'Diaries, Dunnies and Discipline: Resistance and Accommodation to Monitoring in Call Centres', Labour & Industry, 14(3): 127-138.
    • (2004) Labour & Industry , vol.14 , Issue.3 , pp. 127-138
    • Barnes, A.1
  • 4
    • 0005636219 scopus 로고    scopus 로고
    • Strategic Segmentation in Front-line Services: Matching Customers, Employees and Eluman Resource Systems
    • Batt, R. (2000) 'Strategic Segmentation in Front-line Services: Matching Customers, Employees and Eluman Resource Systems', The International Journal of Human Resource Management, 11(3): 540-561.
    • (2000) The International Journal of Human Resource Management , vol.11 , Issue.3 , pp. 540-561
    • Batt, R.1
  • 5
    • 84905611299 scopus 로고    scopus 로고
    • A Female Ghetto?" Women's Careers in Telephone Call Centres
    • in S. Deery and N. Kinnie (eds), Plants: Palgrave Macmillan
    • Belt, V. (2004) ' "A Female Ghetto?" Women's Careers in Telephone Call Centres', in S. Deery and N. Kinnie (eds) Call Centres and Human Resource Management: a Cross-national Perspective, Plants: Palgrave Macmillan.
    • (2004) Call Centres and Human Resource Management: a Cross-national Perspective
    • Belt, V.1
  • 7
    • 33847732676 scopus 로고    scopus 로고
    • Emerging Developments in Call Centre Research
    • Burgess, J. and Connell, J. (2004) 'Emerging Developments in Call Centre Research', Labour and Industry, 14(3), 1-13.
    • (2004) Labour and Industry , vol.14 , Issue.3 , pp. 1-13
    • Burgess, J.1    Connell, J.2
  • 8
    • 84905609832 scopus 로고    scopus 로고
    • Sustainable Work: the Issues for Australia
    • in J. Goldney, B. Douglas and B. Furnass (eds), Melbourne: CSIRO Publishing
    • Burgess, J. and Connell, J. (2005) 'Sustainable Work: the Issues for Australia', in J. Goldney, B. Douglas and B. Furnass (eds) In Search of Sustainability, Melbourne: CSIRO Publishing, pp. 137-150.
    • (2005) In Search of Sustainability , pp. 137-150
    • Burgess, J.1    Connell, J.2
  • 9
    • 41149141200 scopus 로고    scopus 로고
    • Call Centre Development in the Australian Public Sector: Work and Service Delivery
    • Employment Studies Centre, University of Newcastle
    • Burgess, J., Connell, J. and Hannif, Z. (2005) 'Call Centre Development in the Australian Public Sector: Work and Service Delivery', Employment Studies Centre, University of Newcastle.
    • (2005)
    • Burgess, J.1    Connell, J.2    Hannif, Z.3
  • 10
    • 84905623513 scopus 로고    scopus 로고
    • Regional Call Centres: New Economy, New Work and Sustainable Regional Development
    • in A. Rainnie and M. Grobbelaar (eds), Ashgate: Aldershot
    • Burgess, J., Drinkwater, J. and Connell, J. (2005) 'Regional Call Centres: New Economy, New Work and Sustainable Regional Development', in A. Rainnie and M. Grobbelaar (eds) The New Regionalism in Australia, Ashgate: Aldershot, pp. 69-87.
    • (2005) The New Regionalism in Australia , pp. 69-87
    • Burgess, J.1    Drinkwater, J.2    Connell, J.3
  • 11
    • 84905621534 scopus 로고    scopus 로고
    • Call Centres Net, accessed 3 August 2005
    • Call Centres Net (2005) www.callcentres.net/, (accessed 3 August 2005).
    • (2005)
  • 14
    • 85029693562 scopus 로고    scopus 로고
    • Nursing on Line: Experiences from England and Quebec
    • paper presented to the, Glasgow, University of Strathclyde, April
    • Colin-Jacques, C. and Smith, C. (2002) 'Nursing on Line: Experiences from England and Quebec', paper presented to the International Labour Process Conference, Glasgow, University of Strathclyde, April.
    • (2002) International Labour Process Conference
    • Colin-Jacques, C.1    Smith, C.2
  • 15
    • 63049095865 scopus 로고    scopus 로고
    • Profiting from the North African Option
    • Datamonitor, accessed 8 August 2005
    • Datamonitor (2005a) 'Profiting from the North African Option', www.datamoni-tor.com (accessed 8 August 2005).
    • (2005)
  • 16
    • 76749083428 scopus 로고    scopus 로고
    • The Future of Contact Centre Outsourcing in India and the Philippines
    • Datamonitor, accessed 8 August 2005
    • Datamonitor (2005b), 'The Future of Contact Centre Outsourcing in India and the Philippines, www.datamonitor.com (accessed 8 August 2005).
    • (2005)
  • 18
    • 0004041646 scopus 로고    scopus 로고
    • 3rd edn, London: Paul Chapman
    • Dicken, P. (1998) Global Shift, 3rd edn, London: Paul Chapman.
    • (1998) Global Shift
    • Dicken, P.1
  • 21
    • 0003914380 scopus 로고    scopus 로고
    • Not Hanging on the Telephone: Payment Systems in the New Sweatshops
    • Discussion Paper no. 390, Centre for Economic Performance, London School of Economics
    • Fernie, S. and Metcalfe, D. (1998) 'Not Hanging on the Telephone: Payment Systems in the New Sweatshops', Discussion Paper no. 390, Centre for Economic Performance, London School of Economics.
    • (1998)
    • Fernie, S.1    Metcalfe, D.2
  • 24
    • 40349102464 scopus 로고    scopus 로고
    • Researching Call Centres: Gathering Results and Theories
    • paper presented to, Glasgow, University of Strathclyde, April
    • Holtgrewe, U. and Kerst, C. (2002) 'Researching Call Centres: Gathering Results and Theories', paper presented to International Labour Process Conference, Glasgow, University of Strathclyde, April.
    • (2002) International Labour Process Conference
    • Holtgrewe, U.1    Kerst, C.2
  • 26
    • 84905634317 scopus 로고    scopus 로고
    • Call Centre Work: Careers for Women?
    • Hunt, V. (2005) 'Call Centre Work: Careers for Women?', International Employment Relations Review, 10(2): 111-132.
    • (2005) International Employment Relations Review , vol.10 , Issue.2 , pp. 111-132
    • Hunt, V.1
  • 28
    • 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: 165-194.
    • (1998) Journal of Management Studies , vol.35 , pp. 165-194
    • Knights, D.1    McCabe, D.2
  • 29
    • 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), Hants: 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, Hants: Palgrave.
    • (2001) Customer Service: Empowerment and Entrapment
    • Korczynski, M.1
  • 30
    • 15044351195 scopus 로고    scopus 로고
    • Berkeley: University of California Press
    • Lopez, S. (2004) Reorganising the Rust Belt, Berkeley: University of California Press.
    • (2004) Reorganising the Rust Belt
    • Lopez, S.1
  • 34
    • 85044809736 scopus 로고    scopus 로고
    • Are All Call Centres the Same?
    • Russell, B. (2004) 'Are All Call Centres the Same?', Labour and Industry, 14(3): 91-110.
    • (2004) Labour and Industry , vol.14 , Issue.3 , pp. 91-110
    • Russell, B.1
  • 35
    • 85070863830 scopus 로고    scopus 로고
    • Re-Organising Customer Service Work: An Introduction
    • in U. Holtgrewe, C. Kerst and K. Shire (eds), Aldershot: Ashgate
    • Shire, K., Holtgrewe, U. and Kerst, C. (2002) 'Re-Organising Customer Service Work: An Introduction', in U. Holtgrewe, C. Kerst and K. Shire (eds) ReOrganising Service Work. Call Centres in Germany and Britain, Aldershot: Ashgate, pp. 1-16.
    • (2002) ReOrganising Service Work. Call Centres in Germany and Britain , pp. 1-16
    • Shire, K.1    Holtgrewe, U.2    Kerst, C.3
  • 37
    • 0000253971 scopus 로고    scopus 로고
    • An "Assembly Line in the Head": The Call Centre Labour Process
    • Taylor, P. and Bain, P. (1999) 'An "Assembly Line in the Head": The Call Centre Labour Process', Industrial Relations Journal, 30(2): 101-117.
    • (1999) Industrial Relations Journal , vol.30 , Issue.2 , pp. 101-117
    • Taylor, P.1    Bain, P.2
  • 38
    • 84993687687 scopus 로고    scopus 로고
    • Call Centre Organising in Adversity
    • in G. Gall (ed.), London: Routledge
    • Taylor, P. and Bain, P. (2003) 'Call Centre Organising in Adversity', in G. Gall (ed.) Union Organising, London: Routledge, pp. 153-172.
    • (2003) Union Organising , pp. 153-172
    • Taylor, P.1    Bain, P.2
  • 39
    • 34047269024 scopus 로고    scopus 로고
    • Call Centre Offshoring to India: the Revenge of History
    • Taylor, P. and Bain, P. (2004) 'Call Centre Offshoring to India: the Revenge of History', Labour and Industry, 14(3): 15-38.
    • (2004) Labour and Industry , vol.14 , Issue.3 , pp. 15-38
    • Taylor, P.1    Bain, P.2
  • 40
    • 33748500011 scopus 로고    scopus 로고
    • Selling Human Services: Public Sector Rationalisation and the Call Centre Process
    • van den Broek, D. (2003) 'Selling Human Services: Public Sector Rationalisation and the Call Centre Process', Australian Bulletin of Labour, 29(3): 236-253.
    • (2003) Australian Bulletin of Labour , vol.29 , Issue.3 , pp. 236-253
    • Van Den Broek, D.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.