Are All Call Centres The Same?

Labour and Industry

Volumn 14, Issue 3, 2004, Pages 91-109

  Russell, Bob ^a  

^a GRIFFITH UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85044809736     PISSN: 10301763     EISSN: 23255676     Source Type: Journal    
DOI: 10.1080/10301763.2004.10669296     Document Type: Article

References (34)

1. Appelbaum, E and Batt, R. 1994. The New American Workplace Ithaca: Cornell University Press.
2. Australian Council of Trade Unions [ACTU] (n.d.). On the Line: The Future of Australia's Call Centre Industry ACTU.
3. Bain, P and Taylor, P. 2000. ‘Entrapped by the “Electronic Panopticon”? Worker Resistance in the Call Centre’. New Technology, Work and Employment, 15 (1): 2–18.
4. Bain, P and Taylor, P. 2002. ‘Ringing the changes? Union recognition and organization in call centres in the UK finance sector’. Industrial Relations Journal, 33 (3): 246–61.
5. Bain, P, Watson, A, Mulvey, G, Taylor, P and Gall, G. 2002. ‘Taylorism, targets and the pursuit of quantity and quality by call centre management’. New Technology, Work and Employment, 17 (3): 170–85.
6. Baldry, C, Bain, P and Taylor, P. 1998. “ ‘“Bright Satanic Offices”: Intensification, Control and Team Taylorism’ ”. In Workplaces of the Future Edited by: Thompson, P and Warhurst, C. 163–83. Houndmills, UK: Palgrave. pp.
7. Batt, R. 2000. ‘Strategic Segmentation in Front-line Services’. International Journal of Human Resource Management, 11 (3): 540–61.
8. Callaghan, G and Thompson, P. 2001. ‘Edwards Revisited: Technical Control and Call Centres’. Economic and Industrial Democracy, 22: 13–37.
9. Fernie, S and Metcalf, D. 1998. (Not) Hanging on the Telephone: Payment Systems in the New Sweatshops London: London School of Economics and Political Science. Centre for Economic Performance
10. Florida, R. 2002. The Rise of the Creative Class New York: Basic Books.
11. Foucault, M. 1977. Discipline and Punish: The Birth of the Prison London: Allen Lane.
12. Frenkel, S, Tam, M, Korczynski, M and Shire, K. 1998. ‘Beyond Bureaucracy? Work Organization in Call Centres’. The International Journal of Human Resource Management, 9 (6): 957–79.
13. Gouldner, A. 1964. Patterns of Industrial Bureaucracy New York: Free Press.
14. Greenbaum, J. 1995. Windows on the Workplace: Computers, Jobs and the Organixation of Office Work in the Late Twentieth Century New York: Monthly Review Press.
15. Hertzenburg, S, Alic, J and Wial, H. 1998. New Rules for a New Economy: Employment and Opportunity in Postindustrial America Ithaca: IRL Press.
16. Kinnie, N, Hutchinson, S and Purcell, J. 2000. ‘“Fun and Surveillance”: The Paradox of High Commitment Management in Call Centres’. International Journal of Human Resource Management, 11 (5): 967–85.
17. Korczynski, M. 2001. “ ‘The Contradiction of Service Work: Call Centre as Customer-Oriented Bureaucracy’ in A Sturdy ”. In Customer Service: Empowerment and Entrapment Edited by: Grugulis, I and Willmott, H. 79–101. Houndmills: Palgrave. pp.
18. Menzies, H. 1996. Whose Brave New World? Toronto: Between the Lines Press.
19. Michel, L. 2001. ‘Call Centres in Germany: Employment Market and Qualification Requirements’. Economic and Industrial Democracy, 22: 143–53.
20. Miozzo, M and Ramirez, M. 2003. ‘Services innovation and the transformation of work: the case of UK telecommunications’. New Technology, Work and Employment, 18 (1): 62–79.
21. Mulholland, K. 2002. ‘Gender, emotional labour and teamworking in a call centre’. Personnel Review, 31 (3): 283–303.
22. Norling, P. 2001. ‘Call Centre Companies and New Patterns of Organization’. Economic and Industrial Democracy, 22: 155–68.
23. Osterman, P. 1994. ‘How Common Is Workplace Transformation and Who Adopts It?’. Industrial and Labor Relations Review, 47 (2): 173–88.
24. Osterman, P. 2000. ‘Work Reorganization In An Era of Restructuring: Trends In Diffusion and Effects On Employee Welfare’. Industrial and Labor Relations Review, 53 (2): 179–96.
25. Pfeffer, J. 1998. ‘Seven practices of successful organizations’. California Management Review, 40 (2): 96–124.
26. Richardson, R and Belt, V. 2001. ‘Saved by the Bell? Call Centres and Economic Development in Less Favoured Regions’. Economic and Industrial Democracy, 22: 67–98.
27. Richardson, R, Belt, V and Marshall, N. 2000. ‘Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centres’. Regional Studies, 34 (4): 357–69.
28. Ritzer, G and Stillman, T. 2001. “ ‘From Person- To System- Oriented Service’ ”. In Customer Service: Empowerment and Entrapment Edited by: Sturdy, A, Grugulis, I and Willmott, H. 102–16. Houndmills, UK: Palgrave. pp.
29. Russell, B. 2002. ‘The Talk Shop and Shop Talk: Employment and Work in a Call Centre’. Journal of Industrial Relations, 44 (4): 467–90.
30. Sewell, G. 1998. ‘The Discipline of Teams: The Control of Team-based Industrial Work through Electronic and Peer Surveillance’. Administrative Science Quarterly, 43: 397–428.
31. 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): 101–17.
32. Taylor, P and Bain, P. 2001. ‘Trade Unions, Workers’ Rights and the Frontier of Control in UK Call Centres’. Economic and Industrial Democracy, 22: 39–66.
33. Union Research Centre for Organisation and Technology [URCOT]. 2000. ‘Call Centres: What Kind of Future Workplaces?’ Mimeo, RMIT School of Social Sciences and Planning, Melbourne.
34. Zuboff, S. 1988. In the Age of the Smart Machine New York: Basic Books.