Professionals at work: A study of autonomy and skill utilization in nurse call centres in England and Canada

Call Centres and Human Resource Management: A Cross-National Perspective

Volumn , Issue , 2003, Pages 153-173

  Collin Jacques, Caroline ^a  

^a UNIVERSITY OF LONDON   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85016358054     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1057/9780230288805     Document Type: Chapter

References (50)

1. Ashburner, L. and K. Birch (1999) 'Professional Control Issues Between Medicine and Nursing in Primary Care', in A. L. Mark and S. Dopson (eds), Organizational Behaviour in Health Care: The Research Agenda, London: Macmillan.
2. Bain, P., A. Watson, G. Mulvey, P. Taylor and G. Gall (2002) 'Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management', New Technology, Work and Employment, 17(3).
3. Batt, R. (2000) 'Strategic segmentation in front-line services: matching customers, employees and human resource systems', International Journal of Human Resources Management, 11(3), pp. 540-61.
4. Beardshaw, V. and R. Robinson (1990) New for Old? Prospects for Nursing in the 1990s, London: King's Fund Institute.
5. Braverman, H. (1974) Labor and Monopoly Capital: The Degradation of Work in the Twentieth Century, New York: Monthly Review Press.
6. Callaghan, G. and P. Thompson (2001) 'Edwards revisited: technical control and call centres', Economic and Industrial Democracy, 22(1), pp. 13-37.
7. Calveley, M. and S. Shelley (2002) 'Does Sector Make a Difference? A Comparative Study of "Managerialism" in Secondary and Higher Education', paper presented at the 20th Annual International Labour Process Conference, 2-4 April, Glasgow, Strathclyde Business School.
8. Chagnon, M. (1992) 'Continuous Improvement of Nursing Practice: Experience in Quebec', Quality Assurance in Health Care, 4(3), pp. 179-86.
9. Confidential (1999) Interview conducted by C. Smith with a general manager of a NHS Direct site.
10. DoH (1997) The New NHS: Modern, Dependable, London: Department of Health.
11. DoH (2000a) Department of Health Response to the Independent Review of GP Out-of-hours Services in England Report: Raising Standards for Patients. New Partnerships in Out-of-Hours Care, London: Department of Health.
12. DoH (2000b) The NHS Plan: A Plan for Investment, A Plan for a Reform, London: Department of Health.
13. DoH (2000c) New National NHS Direct Computer System to Benefit Patients, London: Department of Health.
14. Donnelly, L. (2000) 'The Bastard Let us Down: NHS Direct bidder', Health Service Journal, 110(5722), p. 5.
15. Doré, C. (2000) 'Info-Santé CLSC, un Succès qui s'Exporte', Le Réseau Informatique, 12(3).
16. Frenkel, S., M. Korczynski, K. Shire and M. Tam (1998) 'Beyond Bureaucracy? Work organization in call centres', International Journal of Human Resource Management, 9(6), pp. 957-79.
17. Frenkel, S., M. Korczynski, K. Shire and M. Tam (1999) On the Front Line: Organization of work in the information economy, Ithaca, NY: Cornell University Press.
18. Greenword, L. (2000) 'IT Looks Like Trouble', Health Service Journal, 14 September, pp. 13-14.
19. Handy, C. (1993) Understanding Organizations, London: Penguin.
20. Hart, G. (1994) 'The NHS: Founding Principles and the Reforms', in K. Lee (ed.), Health Care Systems in Canada and the United Kingdom: Can they Deliver?, Keele: Ryburn Publishing.
21. Hénault, M. and D. Malo (1999) LExercice Infirmier en Santé Communautaire: Les Services de Santé Courants et Info-Santé, Montreal: Ordre des Infirmières et Infirmiers du Québec.
22. Hicks, C. (1998) 'Barriers to Evidence-Based Care in Nursing: Historical Legacies and Conflicting Cultures', Health Services Management Research, 11(3), pp. 137-47.
23. Holtgrewe, U., C. Kerst and K. Shire (2002) Re-organising Service Work: Call Centres in Germany and Britain, Aldershot: Ashgate.
24. Kinnie, N., J. Purcell and S. Hutchinson (2000) 'Fun and surveillance: the paradox of high commitment management in call centres', International Journal of Human Resource Management, 11(5), pp. 967-85.
25. Lane, C. (1989) Management and Labour in Europe: The Industrial Enterprise in Germany, Britain and France, Aldershot: Elgar.
26. Leprohon, J. and M. Hénault (1998) Lignes Directrices pour l'Exercice Infirmier à Info-Santé, Montreal: OIIQ.
27. Maurice, M. (2000) 'The Paradoxes of Societal Analysis: A Review of the Past and Prospects for the Future', in M. Maurice and A. Sorge (eds), Embedding Organizations, Amsterdam: John Benjamins.
28. Maurice, M., F. Sellier and J.-J. Silvestre (1986) The Social Foundations of Industrial Power: A Comparison of France and Germany, Cambridge, MA: The MIT Press.
29. MSSS (1994) Service Téléphonique: Accessibilité Continue 24/7, Quebec: MSSS.
30. MSSS (1999) Évaluation Provinciale des Services Info-Santé CLSC: Rapport Final 1994-1999, Quebec: MSSS.
31. Munro, J., J. Nicholl, A. O'Cathain and E. Knowles (2000) Evaluation of NHS Direct First Waves Sites: Second Interim Report to the Department of Health, Sheffield: University of Sheffield, Medical Care Research Unit.
32. National Audit Office (2002) NHS Direct in England, London: HMSO.
33. O'Neil, M. (1992) 'Community Participation in Quebec's Health System: A Strategy to Curtail Community Empowerment', International Journal of Health Services, 22(2), pp. 287-301.
34. Quilter Wheeler, S. and J. H. Windt (1993) Telephone Triage: Theory, Practice and Protocol Development, New York: Delmar Publishers Inc.
35. Rathwell, T. (1994) 'Health Care in Canada: a System in Turmoil', Health Policy, 27(1), pp. 5-17.
36. Sabin, M. (1998) 'Telephone Triage Improves Demand Management Effectiveness', Health Financial Management, 52(8), pp. 49-51.
37. Salvadge, J. (1992) 'The New Nursing: Empowering Patients or Empowering Nurses?', in J. Robinson, A. Grey and R. Elkan (eds), Policy Issues in Nursing, Buckingham: Open University Press.
38. Sanders, T. (1999) 'Two Vie for NHS Direct', Health Service Journal, 109(5646), p. 3.
39. Shamash, J. (1998) 'Between the lines', Nursing Standard, 12(28), pp. 22-3.
40. Smith, C. (1997) 'Labour Process', in A. Sorge and M. Warner (eds), International Encyclopaedia of Business & Management: The Handbook of Organizational Behaviour, London: International Thompson Business Press.
41. Taylor P. and Bain, P. (1999) '"An assembly line in the head": work and employee relations in the call centre', Industrial Relations Journal, 30(2), pp. 101-17.
42. Taylor, P., G. Mulvey, J. Hyman and P. Bain (2002) 'Work Organization, Control and the Experience of Work in Call Centres', Work, Employment and Society, 16(1), pp. 133-50.
43. The Charter of the French Language (1977; 1993) Available at: www.olf.gouv.qc.ca/english/charter/index.html#t2olf, accessed 16 December 2002.
44. The Plain Software Company Limited (1999) The Natural Triage Solution for NHS Direct. Designed to Augment Nursing Judgement not Imitate it, Bracknell: Agilent Technologies.
45. Trottier, L.-H. (1982) 'Evolution of the nursing profession in Quebec from 1920 to 1980', MSc dissertation submitted to Faculty of Nursing Sciences, University of Montreal.
46. UKCC (United Kingdom Central Council for Nursing, Midwifery and Health Visiting) (1992), The Scope of Professional Conduct, London: UKCC.
47. Webster, J. (1990) Office Automation: The Labour Process and Women's Work in Britain, Hemel Hempstead: Harvester Wheatsheaf.
48. Williams, A. (2000) Nursing, Medicine and Primary Care, Buckingham: Open University Press.
49. Williams, S. J., M. Calnan, S. L. Cant and J. Coyle (1993) 'All Change in the NHS? Implications of the NHS Reforms for Primary Care Prevention', Sociology of Health and Illness, 15(1), pp. 43-67.
50. Witz, A. (1994) 'The Challenge of Nursing', in J. Gabe, D. Kelleher and G. Williams (eds), Challenging Medicine, London: Routledge.