The Talk Shop and Shop Talk: Employment and Work in a Call Centre

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Title The Talk Shop and Shop Talk: Employment and Work in a Call Centre
Author Russell, Bob
Journal Name Journal of Industrial Relations
Editor Ron Callus, Russell Lansbury
Year Published 2002
Place of publication Victoria, Australia
Publisher Blackwell Publishing
Abstract Call centres represent a blend of old and new employment features that are only partially grasped by existing theoretical alternatives.Labour process theory suggests that call centres are best depicted as new electronic assembly lines of fragmented, low skill service labour. Secondwave postindustrial theory represents call centres as a signi?cant foray into the information/knowledge economy. On the basis of a case study that combines both survey results and onsite observation, the author argues that the sophisticated information technologies that have captured the awe of other investigators have delivered less than total managerial control.Less frequently studied are the novel cultures of employment management that have accompanied the development of call centres and have incorporated information technology into their functioning. These cultures and employee responses to them represent an important, if underanalysed, aspect of call centre operation.
Peer Reviewed Yes
Published Yes
Publisher URI
Copyright Statement Copyright 2002 Blackwell Publishing. The definitive version is available at []
Volume 44
Issue Number 4
Page from 467
Page to 490
ISSN 0022-1856
Date Accessioned 2003-03-28
Language en_AU
Subject Industrial Relations
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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