The Talk Shop and Shop Talk: Employment and Work in a Call Centre

Journal of Industrial Relations

Volumn 44, Issue 4, 2002, Pages 467-490

  Russell, Bob ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84992791688     PISSN: 00221856     EISSN: None     Source Type: Journal    
DOI: 10.1111/1472-9296.00060     Document Type: Article

References (67)

1. ACTUa (n.d.) On the Line: The Future of Australia's Call Centre Industry.
2. ACTUb (n.d.) Call Centre Unions Group. Minimum Standards Code For Call Centres.
3. Appelbaum E (1987) Technology and the Redesign of Work in the Insurance Industry. In: Wright B, Ferree M, Mellow G, Lewis L, Samper M, Asher R et al., eds, Women, Work and Technology: Transformations. Ann Arbour: University of Michigan Press.
4. Appelbaum E, Batt R (1994) The New American Workplace. Ithaca, NY: Cornell University Press.
5. Baldamus W (1961) Efficiency and Effort. London: Tavistock Publications.
6. Baldry C, Bain P, Taylor P (1998) ‘Bright Satanic Offices’: Intensification, Control and Team Taylorism. In: Thompson P, Warhurst C, eds, Workplaces of the Future. London: Macmillan.
7. Baran B, Teegarden S (1987) Women's labour in the office of the future: A case study of the insurance industry. In: Beneria L, Stimpson C, eds, Women, Households and the Economy. New Brunswick, NJ: Rutgers University Press.
8. Beirne M, Ramsay H, Panteli A (1998) Developments in computing work: Control and contradiction in the software labour process. In: Thompson P, Warhurst C, eds, Workplaces of the Future. London: Macmillan.
9. Bell D (1973) The Coming of Post-Industrial Society. New York: Basic Books.
10. Belt V (2000) ‘Call Girls’: Women, Work and the Telephone. Presented at the 18th International Labour Process Conference, University of Strathclyde.
11. Blauner R (1964) Alienation and Freedom. Chicago: University of Chicago Press.
12. Braverman H (1974) Labor and Monopoly Capital: The Degradation of Work in the Twentieth Century. New York: Monthly Review Press.
13. Burawoy M (1979) Manufacturing Consent: Changes in the Labor Process Under Monopoly Capitalism. Chicago: University of Chicago Press.
14. Burawoy M (1985) The Politics of Production. London: Verso.
15. Callaghan G, Thompson P (2001) Edwards Revisited: Technical Control and Call Centres. Economic and Industrial Democracy 22, 13-37.
16. Cappelli P, Bassi L, Katz H, Knoke D, Osterman P, Useem M (1997) Change at Work. Oxford: Oxford University Press.
17. Castells M (1996) The Rise of the Network Society. Oxford: Blackwell Publishers.
18. Cohen S, Zysman J (1987) Manufacturing Matters: The Myth of the Post-Industrial Economy. New York: Basic Books.
19. Edwards P (1986) Conflict at Work. Oxford: Basil Blackwell.
20. Edwards P, Hall M, Hyman R, Marginson P, Sisson K, Waddington J et al (1998) Great Britain: From partial collectivism to neo-liberalism to where? In: Ferner A, Hyman R, eds, Changing Industrial Relations in Europe. Oxford: Blackwell Publishers.
21. Edwards P, Collinson M, Rees C et al. (1998) The determinants of employee responses to Total Quality Management. Organization Studies 19, 449-475.
22. Edwards R (1979) Contested Terrain. New York: Basic Books.
23. Frenkel S, Tam M, Korczynski M, Shire K (1998) Beyond bureaucracy? Work organization in call centres. The International Journal of Human Resource Management 9, 957-979.
24. Frenkel S, Korczynski M, Shire K and Tam M (1999) On the Front Line: Organization of Work in the Information Economy. Ithaca, NY: IRL Press.
25. Friedman A (1977) Industry and Labour. London: Macmillan.
26. Friedman A (1990) Managerial strategies, activities, techniques and technology. In: Knights D, Willmott H, eds, Labour Process Theory. London: Macmillan.
27. Greenbaum J (1998) The times they are a’changing: Dividing and recombining labour through computer systems. In: Thompson P, Warhurst C, eds, Workplaces of the Future. London: Macmillan.
28. Hays Personal Services (1998) Salary Survey.
29. Herzenberg S, Alic J, Wial H (1998) New Rules for a New Economy: Employment and Opportunity in Postindustrial America. Ithaca, NY: IRL Press.
30. Hirschhorn L (1984) Beyond Mechanization: Work and Technology in a Post-Industrial Age. Cambridge MA: MIT Press.
31. Hochschild A (1983) The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
32. Jacoby S (1985) Employing Bureaucracy. New York: Columbia University Press.
33. Jenson J (1989) The talents of women, the skills of men. In: Wood S, ed, The Transformation of Work? London: Unwin Hyman.
34. Kenney M, Florida R (1993) Beyond Mass Production. New York: Oxford University Press.
35. Kinnie N, Hutchinson S, Purcell J (2000) ‘Fun and surveillance’: the paradox of high commitment management in call centres. International Journal of Human Resource Management 11, 967-985.
36. Knights D, 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, 163-194.
37. Knights D, Willmott H, eds (1990) Labour Process Theory. London: Macmillan.
38. Korczynski M (2001) The contradictions of service work: Call centre as customer-oriented bureaucracy. In: Sturdy A, Grugulis I, Willmott H, eds, Customer Service: Empowerment and Entrapment. Basingstroke: Palgrave.
39. Kraft P (1977) Programmers and Managers: The Routinisation of Computer Programming. New York: Springer Verlag.
40. Kraft P (1979) The industrialization of computer programming: From programming to ‘software production’. In: Zimbalist A, ed, Case Studies on the Labor Process. New York: Monthly Review Press.
41. Lazonick W (1990) Competitive Advantage on the Shop Floor. Cambridge MA: Harvard University Press.
42. Leidner R (1993) Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life. Berkeley: University of California Press.
43. Littler C (1982) The Development of the Labour Process in Capitalist Societies. London: Heinemann.
44. Littler C (1990) The labour process debate. In: Knights D, Willmott H, eds, Labour Process Theory. London: Macmillan.
45. Livingstone D (1999) The Education-Jobs Gap. Toronto: Garamond Press.
46. Martin M (1991) ‘Hello Central’: Gender, Technology and Culture in the Formation of Telephone Systems. Montreal: McGill-Queens University Press.
47. Mayo E (1933) The Human Problems of an Industrial Civilization. New York: Macmillan.
48. Menzies H (1996) Whose Brave New World? Toronto: Between the Lines Press.
49. Meredith H (1999) Sector growing at the speed of sound. Australian Financial Review, 26 October, p 41.
50. Meyer S (1981) The Five Dollar Day: Labor Management and Social Control in the Ford Motor Company, 1908-1921. Albany, NY: State University of New York Press.
51. Noble D (1986) Forces of Production. New York: Oxford University Press.
52. Rinehart J (1978) Contradictions of work-related attitudes and behaviour: An interpretation. Canadian Review of Sociology and Anthropology 15, 1-15.
53. Roy D (1952) Quota restriction and goldbricking in a machine shop. The American Journal of Sociology 57, 427-442.
54. Roy D (1954) Efficiency and the fix: Informal intergroup relations in a piecework shop. The American Journal of Sociology 60, 255-266.
55. Russell B (1999) More with Less: Work Reorganization in the Canadian Mining Industry. Toronto: University of Toronto Press.
56. Scott A (1994) Willing Slaves? British Workers under Human Resource Management. Cambridge: Cambridge University Press.
57. Sennett R (1999) The Corrosion of Character. New York: WW Norton.
58. Sewell G, Wilkinson B (1992) ‘Someone to watch over me’: surveillance, discipline and the just-in-time labour process. Sociology 26, 271-290.
59. Shaiken H (1984) Work Transformed: Automation and Labor in the Computer Age. New York: Rinehart and Winston.
60. Shalla V (1997) Technology and the deskilling of work: The case of passenger agents at Air Canada. In: Duffy A, Glenday D, Pupo N, eds, Good Jobs, Bad Jobs, No Jobs: The Transformation of Work in the 21st Century. Toronto: Harcourt Brace and Company.
61. Taylor P, Bain P (1999) ‘An assembly line in the head’: Work and employee relations in the call centre. Industrial Relations Journal, 30, 101-117.
62. Taylor S (1998) Emotional labour and the new workplace. In: Thompson P, Warhurst C, eds, Workplaces of the Future. London: Macmillan.
63. Trist E, Higgin G, Murray H, Pollock A (1963) Organizational Choice. London: Tavistock Institute.
64. URCOT (2000) ‘Call Centres: What Kind of Future Workplaces?’ mimeo, RMIT School of Social Sciences and Planning, Melbourne.
65. White J (1990) Hospital Strike: Women, Unions and Public Sector Conflict. Toronto: Thompson.
66. Woodward J (1965) Industrial Organization: Theory and Practice. London: Oxford University Press.
67. Zuboff S (1988) In the Age of the Smart Machine. New York: Basic Books.