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Labour and Industry
A journal of the social and economic relations of work
Volume 12, 2002 - Issue 3
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Original Articles

Monitoring And Surveillance In Call Centres: Some Responses From Australian Workers

Diane van den Broek Work & Organisational Studies, University of Sydney
Pages 43-58 | Published online: 20 Jun 2013

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Dale Tweedie. (2017) The Normativity of Work: Retrieving a Critical Craft Norm. Critical Horizons 18:1, pages 66-84.
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Xu Huang, Simon C.H. Chan, Wing Lam & Xinsheng Nan. (2010) The joint effect of leader–member exchange and emotional intelligence on burnout and work performance in call centers in China. The International Journal of Human Resource Management 21:7, pages 1124-1144.
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Alison Barnes. (2004) Diaries, Dunnies and Discipline: Resistance and Accommodation to Monitoring in Call Centres. Labour and Industry 14:3, pages 127-137.
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Keith Townsend. (2004) When the LOST Found Teams: A Consideration of Teams within the Individualised Call Centre Environment. Labour and Industry 14:3, pages 111-126.
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Diane van den Broek. (2004) Globalising Call Centre Capital: Gender, Culture and Work Identity. Labour and Industry 14:3, pages 59-75.
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John Burgess & Julia Connell. (2004) Emerging Developments in Call Centre Research. Labour and Industry 14:3, pages 1-13.
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Josh Healy & Tom Bramble. (2003) Dial ‘B’ for Burnout? The Experience of Job Burnout in a Telephone Call Centre. Labour and Industry 14:2, pages 39-59.
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Articles from other publishers (33)

John Burgess, Julia Connell & Anthony McDonnell. 2019. Employee Voice at Work. Employee Voice at Work 169 181 .
Xanthe Whittaker. 2018. Humans and Machines at Work. Humans and Machines at Work 73 99 .
María Elena Saavedra Cotat, Juan Patricio Galindo Morav & José Angel Coronado Quintana. (2017) Liderazgo en un centro de atención telefónica de una empresa comercializadora y distribuidora de energía eléctrica en el noroeste de méxico. Revista Innovaciones de Negocios 13:25.
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Enda BrophyEnda Brophy. 2017. Language Put to Work. Language Put to Work 29 57 .
Ashish Malik & Vijay Pereira. 2017. Human Capital and Innovation. Human Capital and Innovation 221 249 .
Sisa Ngabaza. 2017. Information and Communication Technologies for Development. Information and Communication Technologies for Development 135 143 .
Anthony McDonnell, Julia Connell, Zeenobiyah Hannif & John Burgess. (2014) Having “a say”: forms of voice in Australian call centres. Employee Relations 36:3, pages 214-234.
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Dale Tweedie. (2013) La surveillance dans les centres d'appel est-elle un vecteur de self development ? Capacités et reconnaissance au travail. Travailler n° 30:2, pages 105-123.
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Dale Tweedie. (2013) Is Call Centre Surveillance Self-Developing? Capacities and Recognition at Work. Travailler n° 30:2, pages 87-104.
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Tony Dundon & Gregor Gall. 2013. Global Anti-Unionism. Global Anti-Unionism 1 17 .
Diane van den Broek & Tony Dundon. (2012) (Still) Up to No Good: Reconfiguring Worker Resistance and Misbehaviour in an Increasingly Unorganized World. Relations industrielles 67:1, pages 97-121.
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Tony Dundon & Diane van den Broek. 2012. Rethinking Misbehavior and Resistance in Organizations. Rethinking Misbehavior and Resistance in Organizations 141 159 .
Winifred R. Poster. (2011) Emotion Detectors, Answering Machines, and E-Unions: Multi-Surveillances in the Global Interactive Service Industry. American Behavioral Scientist 55:7, pages 868-901.
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Ashish Malik & Venkataraman Nilakant. (2011) Extending the “size matters” debate. Management Research Review 34:1, pages 111-132.
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Keith Townsend & James Richards. 2011. The Future of Employment Relations. The Future of Employment Relations 101 121 .
Rae CooperBradon Ellem, Chris Briggs & Diane van den Broek. (2008) Anti-unionism, Employer Strategy, and the Australian State, 1996–2005. Labor Studies Journal 34:3, pages 339-362.
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Julia Connell & Zeenobiyah Hannif. (2009) Call centres, quality of work life and HRM practices. Employee Relations 31:4, pages 363-381.
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Bob Russell. (2008) Call centres: A decade of research. International Journal of Management Reviews 10:3, pages 195-219.
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Bob Russell. (2008) Unions in the Information Economy: Info-service Work and Organizing in Australian Call Centres. Journal of Industrial Relations 50:2, pages 285-303.
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Diane van den BroekAlison Barnes & Keith Townsend. (2008) `Teaming Up': Teams and Team Sharing in Call Centres. Journal of Industrial Relations 50:2, pages 257-269.
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Keith Townsend. (2016) Who Has Control in Teams without Teamworking?. Economic and Industrial Democracy 28:4, pages 622-649.
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Alison Barnes. (2007) The construction of control: the physical environment and the development of resistance and accommodation within call centres. New Technology, Work and Employment 22:3, pages 246-259.
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Donald J. Winiecki. (2016) Subjects, Subjectivity, and Subjectification in Call Center Work. Journal of Contemporary Ethnography 36:4, pages 351-377.
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Aviad E. Raz. (2007) Communities of practice or communities of coping?. The Learning Organization 14:4, pages 375-387.
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Aviad E. Raz & Elad Blank. (2007) Ambiguous professionalism: managing efficiency and service quality in an Israeli call centre. New Technology, Work and Employment 22:1, pages 83-96.
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Keith Townsend. (2005) Electronic surveillance and cohesive teams: room for resistance in an Australian call centre?. New Technology, Work and Employment 20:1, pages 47-59.
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Donald J. Winiecki. (2004) Shadowboxing with data: production of the subject in contemporary call centre organisations. New Technology, Work and Employment 19:2, pages 78-95.
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Diane van den Broek, George Callaghan & Paul Thompson. (2016) Teams without Teamwork? Explaining the Call Centre Paradox. Economic and Industrial Democracy 25:2, pages 197-218.
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Diane Van Den Broek. (2004) ‘We have the values’: customers, control and corporate ideology in call centre operations. New Technology, Work and Employment 19:1, pages 2-13.
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Paul Thompson, George Callaghan & Diane van den Broek. 2004. Call Centres and Human Resource Management. Call Centres and Human Resource Management 129 152 .
Diane van den Broek. 2004. Call Centres and Human Resource Management. Call Centres and Human Resource Management 267 283 .
Krishnamurthy Prabhakar. (2009) Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry. SSRN Electronic Journal.
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Prabhakar Krishnamurthy. (2011) Social Forecasting: Evolving a Model for Indian Business Process Outsourcing Industry. SSRN Electronic Journal.
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