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dc.contributor.authorvan den Broek, Diane
dc.contributor.authorBarnes, Alison
dc.contributor.authorTownsend, Keith
dc.contributor.editorRussell Lansbury, Bradon Ellem
dc.date.accessioned2017-05-03T14:02:07Z
dc.date.available2017-05-03T14:02:07Z
dc.date.issued2008
dc.date.modified2009-09-22T05:51:14Z
dc.identifier.issn0022-1856
dc.identifier.doi10.1177/0022185607087901
dc.identifier.urihttp://hdl.handle.net/10072/20326
dc.description.abstractCall centre work is highly individualistic and technologically regulated. Processes, scripts and company procedures are usually standardized. As such there is a fundamental irony in the fact that most call centre operations organize their workforce around team structures. In recent years, much of the research has identified how teams might lead to the workers shifting toward a shared firm identity and sociability, either voluntarily or through an involuntary internalization of managerial objectives. However other factors have not been fully investigated in the team literature. In this article we analyse how workers might `team up' to ameliorate the relentless conditions of work through collaboratively manoeuvring around call centre technologies as well as `teaming up' around customer relations. We provide a counter argument to both the `teams are good for business' position, and the `teams provide self imposed cages for workers to compete with each other' argument. Control and resistance remain an important factor in analysing teams in call centres, while shallow and short-lived team arrangements might provide important social mechanisms for worker support.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications
dc.publisher.placeUnited Kingdom
dc.publisher.urihttp://jir.sagepub.com/
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom257
dc.relation.ispartofpageto269
dc.relation.ispartofissue2
dc.relation.ispartofjournalJournal of Industrial Relations
dc.relation.ispartofvolume50
dc.rights.retentionY
dc.subject.fieldofresearchApplied economics
dc.subject.fieldofresearchcode3801
dc.title'Teaming Up': Teams and Team Sharing in Call Centres
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2008
gro.hasfulltextNo Full Text
gro.griffith.authorTownsend, Keith J.


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