IDEAS home Printed from https://ideas.repec.org/a/sae/ecoind/v22y2001i1p39-66.html
   My bibliography  Save this article

Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres

Author

Listed:
  • Philip Taylor

    (University of Stirling)

  • Peter Bain

    (University of Strathclyde)

Abstract

In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line'work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.

Suggested Citation

  • Philip Taylor & Peter Bain, 2001. "Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 22(1), pages 39-66, February.
    • Handle: RePEc:sae:ecoind:v:22:y:2001:i:1:p:39-66
    DOI: 10.1177/0143831X01221003
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0143831X01221003
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0143831X01221003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:ecoind:v:22:y:2001:i:1:p:39-66. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.ekhist.uu.se/english.htm .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.