Putting Call Centres in their Place

References

• Allen , J , Massey , D and Cochrane , A . 1998 . Rethinking the Region London : Routledge .
   Google Scholar
• Anton , J . 2000 . ‘The past, present and future of customer access centers’ . International Journal of Service Industry Management , 11 ( 2 ) : 120 – 30 .
   Google Scholar
• Armistead , C , Kiely , J , Hole , L and Prescott , J . 2002 . ‘An exploration of managerial issues in Call Centers’ . Managing Service Quality , 12 ( 4 ) : 246 – 56 .
   Google Scholar
• 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 .
   Web of Science ®Google Scholar
• Bain , P and Taylor , P . 2002 . ‘Ringing the changes? Union recognition and organisation in call centers in the UK finance sector’ . Industrial Relations Journal , 33 ( 3 ) : 246 – 61 .
   Google Scholar
• Batt , R . 2000 . ‘Strategic segmentation in front-line services: Matching customers, Employees and Human Resource systems’ . The International Journal of Human Resource Management , 11 ( 3 ) : 540 – 61 .
   Web of Science ®Google Scholar
• Belt , V . 2001 . ‘A Female Ghetto? Women's Careers in Call Centers’ The HRM Implications, Kings College, University of London, Call Centers and Beyond .
   Google Scholar
• Belt , V , Richardson , R and Webster , J . 2002 . ‘Women, social skill and interactive service work in telephone call centers’ . New Technology, Work and Employment , 17 ( 1 ) : 20 – 34 .
   Web of Science ®Google Scholar
• Bennington , L , Cummane , J and Conn , P . 2000 . ‘Customer Satisfaction and call centers: an Australian study,’ . International Journal of Service Industry Management , 11 ( 2 ) : 162 – 73 .
   Google Scholar
• Bratton , J . 1999 . “ ‘The human resource management phenomenon’ ” . In Human Resource Management: Theory and Practice Edited by: Bratton , J and Gold , J . London : Macmillan .
   Google Scholar
• Burgers , A , de Ruyter , K , Keen , C and Streukens , S . 2000 . ‘Customer expectation dimensions of voice-to-voice service encounters: a scale-development study’ . International Journal of Service Industry Management , 11 ( 2 ) : 142 – 61 .
   Google Scholar
• Burgess , J , Drinkwater , J and Connell , J . 2002 . ‘Regional Call Centers: New Economy, New Work and Sustainable Regional Development?’ paper given at the Institute of Regional Studies, Monash University, Churchill.
   Google Scholar
• Callaghan , G and Thompson , P . 2001 . ‘Edwards Revisited: Technical Control and Call Centers’ . Economic and Industrial Democracy , 22 ( 1 ) : 13 – 37 .
   Web of Science ®Google Scholar
• Callaghan , G and Thompson , P . 2002 . “We Recruit Attitude': The selection and shaping of Routine Call Center Labour’ . Journal of Management Studies , 39 ( 2 ) : 233 – 54 .
   Web of Science ®Google Scholar
• Dean , A . 2002 . ‘Service Quality in Call centers: Implications for Customer Loyalty’ . Managing Service Quality , 12 ( 6 ) : 414 – 23 .
   Google Scholar
• Dean , A and Rainnie , A . 2002 . “ ‘Symbolic Analysts in the New Economy? Call Centres in Less Favoured Regions’ ” . In The ‘New Regionalism’ in Australia: A new model of work, organisation and regional governance? Institute for Regional Studies, Monash University, Churchill.
   Google Scholar
• Deery , S , Iverson , R and Walsh , J . 2002 . ‘Work Relationships in Telephone Call Centers: Understanding Emotional Exhaustion and Employee Withdrawal’ . Journal of Management Studies , 39 ( 4 ) : 471 – 96 .
   Web of Science ®Google Scholar
• Edwards , R . 1979 . Contested Terrain: The Transformation of the Workplace in the Twentieth Century London : Heinemann .
   Google Scholar
• Edwards , R . 1984 . “ ‘Forms of Control in the Labour Process: An Historical Analysis’ ” . In Organisation and Bureaucracy Edited by: Fischer , F and Sirriani , C . Philadelphia : Temple University Press .
   Google Scholar
• Fernie , S and Metcalf , D . 1999 . “ ‘(Not) Hanging on the Telephone: Payment Systems in the New Sweatshops’ ” . In Advances in Industrial and Labour Relations Edited by: Lewin , D and Kaufman , B . 23 – 67 . JAI Press: Stamford, pp.
   Google Scholar
• Findlay , P and McKinley , A . 2003 . ‘Surveillance, electronic communications technologies and regulation’ . Industrial Relations Journal , 34 ( 4 ) : 305 – 58 .
   Google Scholar
• Foucault , M . 1977 . Discipline and Punish: The Birth of the Prison London : Allen Lane .
   Google Scholar
• Frenkel , S , Tam , M , Korczynski , M and Shire , K . 1998 . ‘Beyond Bureaucracy? Work Organisation in Call Centers’ . The International Journal of Human Resource Management , 9 ( 6 ) : 957 – 79 .
   Google Scholar
• Gilmore , A . 2001 . ‘Call center management: Is service quality a priority?’ . Managing Service Quality , 11 ( 3 ) : 153 – 9 .
   Google Scholar
• Handy , C . 1985 . The Future of Work London : Blackwell .
   Google Scholar
• Hochschild , A . 1983 . The Managed Heart: Commercialisation of Human Feeling Berkeley : University of California Press .
   Google Scholar
• Knights , D and McCabe , D. 1998 . “What happens when the phone goes wild?': Staff, Stress and Spaces for escape in a BPR Telephone Banking Work Regime’ . Journal of Management Studies , 35 ( 2 ) : 163 – 94 .
   Web of Science ®Google Scholar
• Mulholland , K . 2002 . ‘Gender, Emotional Labour and teamworking in a call center’ . Personnel Review , 31 ( 3 ) : 283 – 303 .
   Web of Science ®Google Scholar
• Richardson , R and Belt , V . 2001 . ‘Saved by the Bell? Call Centers and Economic Development in Less Favoured Regions,’ . Economic and Industrial Democracy , 22 ( 1 ) : 67 – 98 .
   Web of Science ®Google Scholar
• Richardson , R , Belt , V and Marshall , N . 2000 . ‘Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centers’ . Regional Studies , 34 ( 4 ) pp. 357.
   Web of Science ®Google Scholar
• Richardson , R and Marshall , N . 1999 . ‘Teleservices, Call Centers and Urban and Regional Development’ . The Service Industries Journal , 19 ( 1 ) : 96 – 116 .
   Web of Science ®Google Scholar
• Sturdy , A . 2000 . ‘Training in service—importing and imparting customer service culture as an interactive process’ . The International Journal of Human Resource Management , 11 ( 6 ) : 1082 – 103 .
   Web of Science ®Google Scholar
• Taylor , P and Bain , P . 1998 . “An Assembly line in the head': The Call Center Labour Process’ 16th International Labour Process Conference Manchester : UMIST .
   Google Scholar
• Taylor , P and Bain , P . 2001 . ‘Trade Unions, Worker Rights and the Frontier of Control in UK Call Centers’ . Economic and Industrial Democracy , 22 ( 1 ) : 39 – 66 .
   Web of Science ®Google Scholar
• Taylor , P , Baldry , C , Bain , P and Ellis , V . 2003 . “'A unique working environment”: Health, Sickness and Absence management in UK call centres’ . Work, Employment and Society , 17 ( 3 ) : 435 – 58 .
   Web of Science ®Google Scholar
• Taylor , P , Hyman , J , Mulvey , G and Bain , P . 2002 . ‘Work organisation, control and the experience of work in call centers’ . Work, Employment and Society , 16 ( 1 ) : 133 – 50 .
   Web of Science ®Google Scholar
• Thompson , P . 2003 . ‘Fantasy Island: a Labour Process critique of the ‘age of surveillance” . Surveillance and Society , 1 ( 2 ) : 138 – 51 .
   Google Scholar
• Thompson , P and McHugh , D . 2002 . Work Organisations, , 3rd ed. Palgrave: Wiltshire.
   Google Scholar
• Todd , P , Eveline , J , Still , L and Skene , J . 2003 . ‘Management Responses to Unions in Australian Call Centres: Exclude, Tolerate or Embrace?’ . Australian Bulletin of Labour , 29 ( 2 ) : 162 – 76 .
   Google Scholar
• Wallace , C , Eagleson , G and Waldersee , R . 2000 . ‘The sacrificial HR strategy in call centers’ . International Journal of Service Industry Management , 11 ( 2 ) : 174 – 84 .
   Google Scholar