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dc.contributor.authorRussell, Boben_US
dc.contributor.editorRon Callus, Russell Lansburyen_US
dc.date.accessioned2017-04-24T10:37:31Z
dc.date.available2017-04-24T10:37:31Z
dc.date.issued2002en_US
dc.date.modified2007-03-14T21:37:37Z
dc.identifier.issn00221856en_US
dc.identifier.urihttp://hdl.handle.net/10072/7123
dc.description.abstractCall 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. Second-wave post-industrial 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 on-site 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 under-analysed, aspect of call centre operation.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherBlackwell Publishingen_US
dc.publisher.placeVictoria, Australiaen_US
dc.publisher.urihttp://www.blackwell-synergy.com/doi/abs/10.1111/1472-9296.00060en_AU
dc.relation.ispartofpagefrom467en_US
dc.relation.ispartofpageto490en_US
dc.relation.ispartofissue4en_US
dc.relation.ispartofjournalJournal of Industrial Relationsen_US
dc.relation.ispartofvolume44en_US
dc.subject.fieldofresearchcode350203en_US
dc.titleThe Talk Shop and Shop Talk: Employment and Work in a Call Centreen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Dept of Employment Relations and Human Resourcesen_US
gro.rights.copyrightCopyright 2002 Blackwell Publishing. The definitive version is available at [www.blackwell-synergy.com.]en_AU
gro.date.issued2002
gro.hasfulltextNo Full Text


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