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 .
- Baldry , C , Bain , P and Taylor , P . 1998 . “ ‘Bright Satanic Offices: Intensification, Control and Team Taylorism’ in P Thompson & C Warhurst ” . In Workplaces of the Future 163 – 83 . London : Macmillan . pp.
- Barker , J . 1993 . ‘Tightening the Iron Cage: Concertive Control in Self-Managing Teams’ . Administrative Science Quarterly , 38 : 408 – 37 .
- Barley , S and Kunda , G . 1992 . ‘Design and Devotion: Surges of Rational and Normative Ideologies of Control in Managerial Discourse’ . Administrative Science Quarterly , 37 : 61 – 103 .
- Batt , R . 1999 . ‘Work Organisation, Technology, and Performance in Customer Service and Sales’ . Industrial and Labour Relations Review , 52 ( 4 ) : 539 – 64 .
- Batt , R . 2000 . ‘Strategic Segmentation in Front-line Services: Matching Customers, Employees and Human Resource Systems’ . International Journal of Human Resource Management , 11 ( 3 ) : 540 – 61 .
- Berggren , C . 1993 . The Volvo Experience: Alternatives to Lean Production in the Swedish Auto Industry Basingstoke : Macmillan .
- Benders , J and Van Hootegem , G . 2000 . “ ‘How the Japanese got Teams’ in S Proctor & F Mueller ” . In Teamworking 43 – 59 . New York : St Martin's Press . pp.
- Callaghan , G and Thompson , P . 2001 . “ ‘Edwards Revisited: Technical Control and Call Centres’ ” . In Open Discussion Papers in Economics The Open University.
- Edwards , R . 1979 . Contested Terrain: The Transformation of the Workplace in the Twentieth Century London : Heinemann .
- Fernie , S and Metcalf , D . 1998 . ‘(Not) Hanging on the Telephone: Payment Systems in the New Sweatshops’, Centre of Economic Performance, School of Economics, London.
- Frenkel , S , Tam , M , Korczynski , M and Shire , K . 1998 . ‘Beyond Bureacracy? Work Organisation in Call Centres’ . The International Journal of Human Resource Management , 9 ( 6 ) : 957 – 79 .
- Friedman , A . 1977 . Industry and Labour: Class Struggle at Work and Monopoly Capitalism London : Macmillan .
- Friedman , R and McDaniel , D . 1998 . “ ‘In the Eye of the Beholder: Ethnography in the Study of Work’ in K Whitfield & G Strauss ” . In Researching the World of Work: Strategies and Methods in Studying Industrial Relations 113 – 26 . ILR Press: London, pp.
- Hutchison , S , Purcell , J and Kinnie , N . 2000 . ‘Evolving High Commitment Managment and the Experience of the RAC Call Centre’ . Human Resource Management Journal , 10 ( 1 ) : 63 – 78 .
- Karasek , R and Theorell , T . 1990 . Healthy Work: Stress, Productivity and the Reconstruction of Working Life New York : Basic Books .
- Kinnie , N , 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 Work Regime’ . Journal of Management Studies , 35 ( 2 ) : 163 – 94 .
- Knights , D and McCabe , D . 2000 . ‘Bewitched, Bothered and Bewildered: The Meaning and Experience of Teamworking for employees in an Automobile Company’ . Human Relations , 53 ( 11 ) : 1481 – 517 .
- Korczynski , M . 2001 . “ ‘The Contradictions of Service Work: Call Centre as Customer-Oriented Bureaucracy’ ” . In Customer Service: Empowerment and Entrapment Edited by: Sturdy , A , Grugulis , I and Wilmott , H . 79 – 102 . Palgrave: Hampshire, pp.
- Kunda , G . 1992 . Engineering Culture: Control and Commitment in a High-Tech Corporation Philadelphia : Temple University Press .
- Legge , K . 1995 . Human Resource Management: Rhetorics and Realities. London : Macmillan Business .
- Mayo , E . 1975: c1949 . The Social Problems of an Industrial Civilisation. London : Routledge and Kegan Paul .
- Mueller , F . 1994 . ‘Teams Between Hierarchy and Commitment: Change Strategies and the Internal Environment’ . Journal of Management Studies , 31 ( 3 ) : 383 – 403 .
- Mulholland , K . 2002 . ‘Gender, Emotional Labour and Teamworking in a Call Centre’ . Personnel Review , 31 ( 3 )
- Parker , S , Wall , T and Jackson , P . 1997 . ‘That's Not My Job: Developing Flexible Employee Work Orientations’ . Academy of Management Journal , 40 ( 4 ) : 899 – 929 .
- Porter , G and Beyerlein , M . 2000 . “ ‘Historic Roots of Team Theory and Practice’ ” . In Work Teams: Past, Present and Future Edited by: Beyerlein , M . 3 – 24 . London : Academic Press . Kluwer, pp.
- Proctor , S and Mueller , F . 2000 . “ ‘Teamworking: Where are we now?’ ” . In Teamworking: Some International Perspectives Edited by: Collins , E . 11 – 22 . Post Pressed: Flaxton, pp.
- Roethlisberger , F and Dickson , W . 1939 . Management and the Worker: An Account of a Research Program Conducted by the Western Electric Company, Hawthorne Works, Chicago. Cambridge : Harvard University Press .
- Russell , B . 2002 . ‘The Talk Shop and Shop Talk: Employment and Work in a Call Centre’ . The Journal of Industrial Relations , 44 ( 4 ) : 467 – 90 .
- Sewell , G . 1998 . ‘The Discipline of Teams: The Control of Team-based Industrial Work through Electronic and Peer Surveillance’ . Administrative Science Quarterly , 43 : 397 – 428 .
- 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 , P , Mulvey , G , Hyman , J and Bain , P . 2002 . ‘Work Organisation, Control and the Experience of Work in Call Centres’ . Work, Employment and Society , 16 ( 1 ) : 133 – 50 .
- Taylor , S . 1998 . “ ‘Emotional Labour and the New Workplace’ ” . In Workplaces of the Future Edited by: Thompson , P and Warhurst , C . 84 – 104 . London : Macmillan . pp.
- Thompson , P and Wallace , T . 1996 . ‘Redesigning Production Through Teamworking’ . International Journal of Operations and Production Management , 16 ( 2 ) : 103 – 18 .
- Trist , E and Bamforth , K . 1951 . ‘Some Social and Psychological Consequences of the Longwall method of Coal-getting’ . Human Relations , 4 : 3 – 38 .
- Trist , E , Higgin , G , Murray , H and Pollock , A . 1963 . Organisational Choice London : Tavistock Publications .
- van den Broek , D . 2002 . ‘Monitoring and Surveillance in Call Centres: Some Responses from Australian Workers’ . Labour & Industry: a journal of the social and economic relations of work , 12 ( 3 ) : 43 – 58 .
- van den Broek , D , Callaghan , G and Thompson , P . 2002 . ‘Teams without Teamwork? Explaining the Call Centre Paradox’, 6th International Workshop on Teamworking, Malmo University, Sweden (obtained from D van den Broek, University of Sydney).
- Waring , P . 1998 . The Paradox of Prerogative in Participative Organisations: The Manipulation of Corporate Culture? Proceedings of the 12th AIRAANZ Conference: Wellington.
- Whybrow , A and Parker , S . 2000 . “ ‘Introducing Teamworking: Managing the Process of Change’ in S Proctor & F Mueller ” . In Teamworking 103 – 24 . New York : St Martin's Press . pp.
- Willmott , H . 1993 . ‘Strength is Ignorance; Slavery is Freedom: Managing Culture in Modem Organisations’ . Journal of Management Studies , 30 ( 4 ) : 515 – 52 .