Work organisation, control and ‘empowerment’: Managing the contradictions of call centre work

In an Outpost of the Global Economy: Work and Workers in India's Information Technology Industry

Volumn , Issue , 2012, Pages 235-262

  Remesh, Babu P ^a  

^a VV Giri National Labour Institute   (India)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84921559125     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203152003     Document Type: Chapter

References (10)

1. Baldry, Chris, P. Bain and P. Taylor 1998. 'Bright Satanic Offices': Intensification, Control and Team Taylorism. In Workplaces of the Future, P. Thompson and C. Warhurst (eds), pp. 163-83. Basingstoke: Macmillan.
2. Bibby, Andrew 2000. Organising Financial Call Centres. Discussion Paper, UNI, http://www.andrewbibby.com
3. Callahan, George and Paul Thompson 2001. Edwards Revisited: Technological Control and Call Centres. Economic and Industrial Democracy 22(1): 13-37.
4. Deery, Stephen and Nicholas Kinnie (eds) 2004. Call Centres and Human Resource Management: A Cross-national Perspective. New York: Palgrave Macmillan.
5. Kolehmainen, Sirpa 2004. The Dynamics of Control and Commitment in IT Firms. In Information Society and the Workplace: Spaces, Boundaries and Agency, Tuula Heiskanen and Jeff Hearn (eds), pp. 83-102. London: Routledge.
6. Korczynski, Marek. 2002. Human Resource Management in Service Work. New York: Palgrave Macmillan.
7. Remesh, Babu P. 2004a. Labour in Business Process Outsourcing: A Case Study of Call Centre Agents. NLI Research Studies Series No. 51. NOIDA: V.V.Giri National Labour Institute.
8. Remesh, Babu P. 2004b. 'Cyber Coolies' in BPO: Insecurities and Vulnerabilities of Non-standard Work. Economic and Political Weekly 39(5): 492-97.
9. Standing, Guy 1999. Understanding Global Labour Flexibility: Seeking Distributive Justice. London: Macmillan Press Limited.
10. Taylor, Phil and Peter Bain 1999. 'An Assembly Line in the Head': Work and Employee Relations in Call Centres. Industrial Relations Journal 30(2): 101-17.