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dc.contributor.authorvan den Broek, Dianeen_US
dc.contributor.authorBarnes, Alisonen_US
dc.contributor.authorTownsend, Keithen_US
dc.contributor.editorRussell Lansbury, Bradon Ellemen_US
dc.date.accessioned2017-05-03T14:02:07Z
dc.date.available2017-05-03T14:02:07Z
dc.date.issued2008en_US
dc.date.modified2009-09-22T05:51:14Z
dc.identifier.issn00221856en_US
dc.identifier.doi10.1177/0022185607087901en_AU
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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publicationsen_US
dc.publisher.placeUnited Kingdomen_US
dc.publisher.urihttp://jir.sagepub.com/en_AU
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom257en_US
dc.relation.ispartofpageto269en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalJournal of Industrial Relationsen_US
dc.relation.ispartofvolume50en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350203en_US
dc.title'Teaming Up': Teams and Team Sharing in Call Centresen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2008
gro.hasfulltextNo Full Text


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