1,768
Views
49
CrossRef citations to date
0
Altmetric
Original Articles

Satisfaction and dimensions of control among call centre customer service representatives

Pages 136-160 | Published online: 17 Feb 2007

References

References

  • Bain , P and Taylor , P . 2000 . Entrapped by the Electronic Panopticon? Worker Resistance in the Call Centre . New Technology, Work and Employment , 15 ( 1 ) : 2 – 18 .
  • Bain , P , Watson , A , Mulvey , G , Taylor , P and Gall , G . 2002 . Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management . New Technology, Work and Employment , 17 ( 3 ) : 170 – 85 .
  • Baldamus W 1961 Efficiency and Effort London Tavistock
  • Baldry C Bain P Taylor P 1998 Bright Satanic Offices: Intensification, Control, and Team Taylorism Thompson P Warhurst C Workplaces of the Future London Macmillan
  • Batt , R . 1999 . Work Organisation, Technology and Performance in Customer Service and Sales . Industrial and Labor Relations Review , 52 ( 4 ) : 539 – 64 .
  • Batt , R . 2002 . Managing Customer Services: Human Resource Practices, Quit Rates and Sales Growth . Academy of Management Journal , 45 ( 3 ) : 587 – 97 .
  • Batt, R. and Moynihan, L. (2001) ‘The Viability of Alternative Call Center Production Models’, paper presented to conference ‘Call Centres and Beyond: The Human Resource Implications’, Kings College, London, 6 November.
  • Beirne M Ramsey H Pantelli A 1998 Developments in Computing Work: Control and Contradiction in the Software Labour Process Thompson P Warhurst C Workplaces of the Future London Macmillan
  • Blauner R 1964 Alienation and Freedom: The Factory Worker and His Industry Chicago, IL University of Chicago Press
  • Braverman H 1974 Labour and Monopoly Capital New York Monthly Review Press
  • Callaghan , G and Thompson , P . 2002 . “We Recruit Attitude”: The Selection and Shaping of Routine Call Centre Labour . Journal of Management Studies , 39 ( 2 ) : 233 – 55 .
  • Chinoy E 1955 Automobile Workers and the American Dream Garden City, NY Doubleday
  • Clark , AE . 1996 . Job Satisfaction in Britain . British Journal of Industrial Relations , 34 ( 2 ) : 189 – 217 .
  • Deery , S , Iverson , R and Walsh , J . 2002 . Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal . Journal of Management Studies , 39 ( 4 ) : 471 – 96 .
  • Feinberg R Kim I Hokama L de Ruyter K Keen C 2000 Operational Determinants of Caller Satisfaction in the Call Centre International Journal of Service Industry Management 11 2 available at http://www.emerald-library.com
  • Fernie S Metcalf D 1998 Not Hanging on the Telephone: Payment Systems in the New Sweatshops London Centre for Economic Performance, LSE
  • Frenkel , S , Tam , M , Korczynski , M and Shire , K . 1998 . Beyond Bureaucracy? Work Organization in Call Centres . International Journal of Human Resource Management , 9 ( 6 ) : 958 – 79 .
  • Frenkel S Korczynski M Shire K Tam M 1999 On the Front Line: Organisation of Work in the Information Economy Ithaca, NY ILR
  • Gallie D White M Cheng Y Tomlinson M 1998 Restructuring the Employment Relationship Oxford Clarendon Press
  • Goldthorpe J Lockwood D Becchofer F Platt J 1968 The Affluent Worker: Industrial Attitudes and Behaviour Cambridge Cambridge University Press
  • Grugilis, I., Keep, E. and Warhurst, C. (2002) ‘Whatever Happened to Skill?’, paper presented to the 20th Annual Labour Process Conference, University of Strathclyde, April.
  • Hair JF Anderson PE Tatham RL Black WC 1998 Multivariate Data Analysis 5th edn. Englewood Cliffs, NJ Prentice Hall
  • Herzberg F 1968 Work and the Nature of Man St Albans Staples Press
  • Hochschild AR 1983 The Managed Heart: The Commercialisation of Human Feeling Berkeley, CA University of California Press
  • Holman, D. (2001) ‘Employee Well Being In Call Centres’, paper presented to conference on ‘Call Centres and Beyond: The Human Resource Management Implications’, Kings College, London, 6 November.
  • Holman D Fernie S 2000 Can I Help You? Call Centres and Job Satisfaction Centrepiece 5 1 available at http://www.centrepiece-magazine.com
  • Holtgrewe, U. and Kerst, C. (2001) ‘Researching Call Centres: Gathering Results and Theories’, paper presented to the 20th Annual Labour Process Conference, University of Strathclyde, April.
  • Houlihan, M. (2001) ‘Control and Commitment in the Call Centre? More Evidence from the Field’, paper presented to conference on ‘Call Centres and Beyond: The Human Resource Implications’, Kings College, London, 6 November.
  • Houlihan , M . 2002 . Tensions and Variations in Call Centre Management Strategies . Human Resource Management Journal , 12 ( 4 ) : 67 – 85 .
  • Hyman , J , Baldry , C , Scholarios , D and Bunzel , D . 2003 . Work-Life Imbalance in Call Centres and Software Development . British Journal of Industrial Relations , 41 ( 2 ) : 15 – 39 .
  • Incomes Data Services 2002 Pay and Conditions in Call Centres, 2002 London IDS
  • Incomes Data Services 2003 Pay and Conditions in Call Centres, 2003 London IDS
  • Keep , E and Mayhew , K . 1999 . The Assessment: Knowledge, Skills and Competitiveness . Oxford Review of Economic Policy , 15 ( 1 ) : 1 – 15 .
  • Kinnie , NJ , Purcell , J and Hutchinson , S . 2000 . Fun and Surveillance: The Paradox of High Commitment Management in Call Centres . International Journal of Human Resource Management , 11 ( 5 ) : 967 – 85 .
  • Knights , D and McCabe , D . 1998 . What Happens When the Phone Goes Wild? Staff Stress and Spaces for Escape in a BPR Telephone Banking Call Regime . Journal of Management Studies , 35 ( 3 ) : 163 – 94 .
  • Leidner R 1993 Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life Berkeley, CA University of California Press
  • Locke EA 1976 The Nature and Causes of Job Satisfaction Dunnette MD Handbook of Industrial and Organisational Psychology Chicago, IL Rand-McNally
  • Lockwood D 1958 The Black-coated Worker London Allen & Unwin
  • Macdonald CL Sirianni C 1993 Working in the Service Economy Philadelphia, PA Temple University Press
  • Milkman R 1998 The New American Workplace: High Road or Low Road Thompson P Warhurst C Workplaces of the Future London Macmillan
  • Mills CW 1953 White Collar New York Oxford University Press
  • Millward N Bryson A Forth J 2000 All Change At Work? London Routledge
  • Mumford E 1972 Job Satisfaction London Longman
  • Mumford , E . 1991 . Job Satisfaction: A Method of Analysis . Personnel Review , 20 ( 3 ) : 2 – 16 .
  • Nolan P 2001 Shaping Things to Come People Management 27 December 30 1
  • Ogbonna , E and Wilkinson , B . 1990 . Corporate Strategy and Corporate Culture: The View from the Checkout . Personnel Review , 19 ( 4 ) : 9 – 15 .
  • Oliver , JM and Turton , JR . 1982 . Is There a Shortage of Skilled Labour? . British Journal of Industrial Relations , 20 ( 2 ) : 195 – 200 .
  • Page, C. (2003) ‘Call Center Job Satisfaction: Intrinsic and Extrinsic Factors and the Role of Organisational Culture’, paper prepared for British Academy of Management Annual Conference, 15–17 September, Leeds Business School, Leeds Metropolitan University.
  • Penn R Rose M Rubery J (eds) 1994 Skill and Occupational Change Oxford Oxford University Press
  • Pine BJ 1993 Mass Customisation Cambridge, MA Harvard Business School Press
  • Rose , E . 2002 . The Labour Process and Union Commitment within a Banking Services Call Centre . The Journal of Industrial Relations , 44 ( 1 ) : 40 – 62 .
  • Rose, M. (2000a) How Far Can I Trust It? The Job Satisfaction Data in the WERS Employee Survey. Working Paper 4, Work Centrality and Careers Project, presented at Workplace Employee Relations Survey 98 Users' One Day Conference, March, National Institute of Economic and Social Research.
  • Rose, M. (2000b) ‘Work Centrality, Work Careers and Household: Let's Ask for Numbers’, Employee Skill, Occupation and Work Involvement. Working Paper 1, University of Bath.
  • Rose M 1994 Job Satisfaction, Job Skills and Personal Skills Penn R Rose M Rubery J Skill and Occupational Change Oxford Oxford University Press
  • Smith C Knights D Willmott H 1991 White-collar Work: The Non-Manual Labour Process London Macmillan
  • Taylor , P and Bain , P . 1999 . An Assembly Line in the Head: Work and Employee Relations in the Call Centre . Industrial Relations Journal , 30 ( 2 ) : 101 – 17 .
  • Taylor S 1998 Emotional Labour and the New Workplace Thompson P Warhurst C Workplaces of the Future London Macmillan
  • Thompson P Callaghan G 2002 Skill Formation in Call Centres Holtgrewe U Kerst C Shire K Re-organising Service Work: Call Centres in Germany and Britain Aldershot Ashgate
  • Thompson P Warhurst C 1998 Workplaces of the Future Basingstoke Macmillan
  • Thompson , P , Warhurst , C and Callaghan , G . 2001 . Ignorant Theory and Knowledgeable Workers: Interrogating the Connection between Knowledge, Skills and Services . Journal of Management Studies , 38 ( 7 ) : 923 – 42 .
  • Tyler M Taylor S 2001 Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry Sturdy A Grugilis I Willmott H Customer Service, Empowerment and Entrapment Houndmills, NY, and London Palgrave
  • Walker CR Guest RH 1952 The Man on the Assembly Line Cambridge, MA Harvard University Press
  • Warhurst C Nickson D 2001 Looking Good, Sounding Right London Industrial Society
  • Warr , PB . 1992 . Age and Occupational Well-being . Psychology and Aging , 7 : 37 – 45 .
  • Watson T 2004 Sociology, Work and Industry London Routledge
  • WERS 98 (1998) Workplace Employee Relations Survey, available at, http://www.dti.gov.uk/er/emar/1998vers.htm

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.