Work Organization, Control and the Experience of Work in Call Centres
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DOI: 10.1177/09500170222119281
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References listed on IDEAS
- Fernie, Sue & Metcalf, David, 1998. "(Not)hanging on the telephone: payment systems in the new sweatshops," LSE Research Online Documents on Economics 20275, London School of Economics and Political Science, LSE Library.
- Sue Fernie & David Metcalf, 1998. "(Not)Hanging on the Telephone: Payment systems in the New Sweatshops," CEP Discussion Papers dp0390, Centre for Economic Performance, LSE.
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Cited by:
- Daniel Nyberg & Graham Sewell, 2014. "Collaboration, Co-operation or Collusion? Contrasting Employee Responses to Managerial Control in Three Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 52(2), pages 308-332, June.
- Virginia Doellgast, 2010. "Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 375-399, June.
- Alan Tuckman & Jeremé Snook, 2014. "Between consultation and collective bargaining? The changing role of non-union employee representatives: a case study from the finance sector," Industrial Relations Journal, Wiley Blackwell, vol. 45(1), pages 77-97, January.
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Keywords
call centres; knowledge economy; Taylorism; work organization;All these keywords.
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