330
Views
46
CrossRef citations to date
0
Altmetric
Original Articles

WOMEN'S WORK IN THE INFORMATION ECONOMY: The case of telephone call centres

Pages 366-385 | Published online: 02 Dec 2010

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (6)

Premilla D'Cruz & Ernesto Noronha. (2012) Cornered by conning: agents' experiences of closure of a call centre in India. The International Journal of Human Resource Management 23:5, pages 1019-1039.
Read now
Mohan Thite. (2010) All that Glitters is not Gold: Employee Retention in Offshored Indian Information Technology Enabled Services. Journal of Organizational Computing and Electronic Commerce 20:1, pages 7-22.
Read now
LanaF. Rakow. (2007) Follow the Buzz: Questions about Mobile Communication Industries and Scholarly Discourse. Communication Monographs 74:3, pages 402-407.
Read now
Elisabeth K. Kelan. (2007) TOOLS AND TOYS : Communicating gendered positions towards technology. Information, Communication & Society 10:3, pages 358-383.
Read now
Erling Rasmussen, Vivienne Hunt & Felicity Lamm. (2006) New Zealand Employment Relations: Between Individualism and Social Democracy. Labour and Industry 17:1, pages 19-40.
Read now

Articles from other publishers (40)

Aileen Olimba Salonga. (2022) Empowerment narratives and sticky affects: the workings of affective capitalism in Philippine call centers. International Journal of the Sociology of Language 2022:276, pages 117-143.
Crossref
Nilüfer Narlı & Ayşegül Akdemir. (2018) Female Emotional Labour in Turkish Call Centres: Smiling Voices Despite Low Job Satisfaction. Sociological Research Online 24:3, pages 278-296.
Crossref
Johanna WoydackJohanna Woydack. 2019. Linguistic Ethnography of a Multilingual Call Center. Linguistic Ethnography of a Multilingual Call Center 179 203 .
Johanna WoydackJohanna Woydack. 2019. Linguistic Ethnography of a Multilingual Call Center. Linguistic Ethnography of a Multilingual Call Center 1 26 .
Bull MichaelWallis Cara. 2018. The Routledge Companion to Sound Studies. The Routledge Companion to Sound Studies 329 337 .
Tuheena MukherjeeKanika T. Bhal. (2017) Do They Always Have Wounded Selves: Moderating Impact of Job-worth on Burnout and Self-worth of Indian Call Centre Employees. South Asian Journal of Human Resources Management 4:1, pages 1-20.
Crossref
Anna Kristina Hultgren. (2017) Vocatives as rationalized politeness: Theoretical insights from emerging norms in call centre service encounters. Journal of Sociolinguistics 21:1, pages 90-111.
Crossref
Martha Michailidou & Eleni Kostala. 2016. Virtual Workers and the Global Labour Market. Virtual Workers and the Global Labour Market 57 76 .
Aileen O. Salonga. 2015. Unequal Englishes. Unequal Englishes 130 142 .
Julian Alexander Clarke. (2014) What a performance! the influence of call centre workflows on workers’ skills and emotional wellbeing. Journal of Organizational Ethnography 3:2, pages 259-274.
Crossref
Cormac Bryce, Carly Cheevers & Rob Webb. (2013) Operational risk escalation: An empirical analysis of UK call centres. International Review of Financial Analysis 30, pages 298-307.
Crossref
Sweta Raian-Rankin & Mark Tomlinson. 2013. Expanding the Boundaries of Work-Family Research. Expanding the Boundaries of Work-Family Research 32 50 .
Darlene E. Clover. 2012. Feminist Popular Education in Transnational Debates. Feminist Popular Education in Transnational Debates 193 208 .
Dora Scholarios & Phil Taylor. (2011) Beneath the glass ceiling: Explaining gendered role segmentation in call centres. Human Relations 64:10, pages 1291-1319.
Crossref
Baohong Sun & Li Shibo. (2018) Learning and Acting on Customer Information: A Simulation-Based Demonstration on Service Allocations with Offshore Centers. Journal of Marketing Research 48:1, pages 72-86.
Crossref
Anna Kristina Hultgren. (2011) ‘Building rapport’ with customers across the world: The global diffusion of a call centre speech style 1 . Journal of Sociolinguistics 15:1, pages 36-64.
Crossref
Vivienne Hunt & Erling Rasmussen. (2010) Patterns and motivations of successful women pursuing their careers in New Zealand call centres. Asia-Pacific Journal of Business Administration 2:2, pages 167-184.
Crossref
Sarah JenkinsRick DelbridgeAshley Roberts. (2010) Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work. Work, Employment and Society 24:3, pages 546-564.
Crossref
Rebecca J. Purc‐Stephenson & Christine Thrasher. (2010) Nurses’ experiences with telephone triage and advice: a meta‐ethnography. Journal of Advanced Nursing 66:3, pages 482-494.
Crossref
Norene Pupo & Andrea Noack. (2009) Standardising public service: the experiences of call-centre workers in the Canadian federal government. Work Organisation, Labour and Globalisation 3:1.
Crossref
Ursula Huws. (2009) Working at the interface: call-centre labour in a global economy. Work Organisation, Labour and Globalisation 3:1.
Crossref
D. Nyberg & F. Mueller. (2009) Strategic cultural change and local discourses: The importance of being different. Scandinavian Journal of Management 25:2, pages 146-156.
Crossref
Thomas N. Garavan, John P. Wilson, Christine Cross, Ronan Carbery, Inga Sieben, Andries de Grip, Christer Strandberg, Claire Gubbins, Valerie Shanahan, Carole Hogan, Martin McCracken & Norma Heaton. (2008) Mapping the context and practice of training, development and HRD in European call centres. Journal of European Industrial Training 32:8/9, pages 612-728.
Crossref
Bob Russell. (2008) Call centres: A decade of research. International Journal of Management Reviews 10:3, pages 195-219.
Crossref
Paul R. Devadoss & Mike W. Chiasson. 2008. Information Technology in the Service Economy: Challenges and Possibilities for the 21st Century. Information Technology in the Service Economy: Challenges and Possibilities for the 21st Century 331 339 .
Donald J. Winiecki. (2007) The others' values: On the importance of ethnographic ways of looking, seeing, knowing, and acting for performance technologists. Performance Improvement 46:9, pages 32-36.
Crossref
Donald J. Winiecki. (2016) Subjects, Subjectivity, and Subjectification in Call Center Work. Journal of Contemporary Ethnography 36:4, pages 351-377.
Crossref
Bill Doolin & Laurie McLeod. 2007. Dimensions of Dignity at Work. Dimensions of Dignity at Work 154 175 .
Enda Brophy. (2006) System Error: Labour Precarity and Collective Organizing at Microsoft. Canadian Journal of Communication 31:3, pages 619-638.
Crossref
Helen J. Richardson & Debra Howcroft. (2006) The contradictions of CRM – A critical lens on call centres. Information and Organization 16:1, pages 56-81.
Crossref
Hazel Gillard & Nathalie Mitev. 2006. Social Inclusion: Societal and Organizational Implications for Information Systems. Social Inclusion: Societal and Organizational Implications for Information Systems 185 202 .
Grainne Collins. (2005) The Gendered Nature of Mergers. Gender, Work and Organization 12:3, pages 270-290.
Crossref
Julia Brannen. (2016) Time and the Negotiation of Work–Family Boundaries. Time & Society 14:1, pages 113-131.
Crossref
Catherine Chassay & Peter Case. (2003) Talking shop––contact centres and dimensions of ‘social exclusion’. Telematics and Informatics 20:4, pages 275-296.
Crossref
Ranald Richardson & Andrew Gillespie. (2003) The Call of the Wild: Call Centers and Economic Development in Rural Areas. Growth and Change 34:1, pages 87-108.
Crossref
Helen J. Richardson. 2003. Organizational Information Systems in the Context of Globalization. Organizational Information Systems in the Context of Globalization 69 83 .
E Knowles, A O’Cathain, J Morrell, J.F Munro & J.P Nicholl. (2002) NHS Direct and nurses—opportunity or monotony?. International Journal of Nursing Studies 39:8, pages 857-866.
Crossref
Gráinne Collins & James Wickham. (2002) Experiencing mergers: A woman's eye view. Women's Studies International Forum 25:5, pages 573-583.
Crossref
Melinda B. Robins. (2016) Are African Women Online Just Ict Consumers?. Gazette (Leiden, Netherlands) 64:3, pages 235-249.
Crossref
Colin Clark, Priscilla Rogers, Ulrike M Murfett & Soon Ang. (2008) Is Courtesy Enough? 'Solidarity' in Call Center Interactions. SSRN Electronic Journal.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.