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dc.contributor.authorRussell, Bob
dc.date.accessioned2017-05-03T13:28:50Z
dc.date.available2017-05-03T13:28:50Z
dc.date.issued2012
dc.date.modified2013-06-20T03:35:56Z
dc.identifier.issn09500170
dc.identifier.doi10.1177/0950017011433155
dc.identifier.urihttp://hdl.handle.net/10072/51655
dc.description.abstractAlthough the professional call centre has been theorized, little empirical work has been carried out on this form of service delivery. The existing literature fails to distinguish adequately between professional call centres and professionals who work in call centres. In this study of telehealth it is shown that a centre which exhibits the features of a professional call centre does not overcome problems associated with this type of labour process. Ambiguities over the use of skill in a system that requires the deployment of computer algorithms gives rise to conflicts over monitoring, performance evaluation and the use of time. Conflict over the appropriation of technique may be exacerbated in professional call centres although this has not been reported upon in the call centre or telehealth literature.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom195
dc.relation.ispartofpageto210
dc.relation.ispartofissue2
dc.relation.ispartofjournalWork, Employment and Society
dc.relation.ispartofvolume26
dc.rights.retentionY
dc.subject.fieldofresearchSociology and Social Studies of Science and Technology
dc.subject.fieldofresearchApplied Economics
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchSociology
dc.subject.fieldofresearchcode160808
dc.subject.fieldofresearchcode1402
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1608
dc.titleProfessional call centres, professional workers and the paradox of the algorithm: the case of telenursing
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Dept of Employment Relations and Human Resources
gro.date.issued2012
gro.hasfulltextNo Full Text
gro.griffith.authorRussell, Bob


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