Managing the duality: managerial challenges in an ICT-intensive ‘professionalised services’ model

References

• Batt, R & Moynihan, L (2002) ‘The Viability of Alternative Call Centre Production Models’ Human Resource Management Journal, 12 pp. 14–34. doi:10.1111/j.1748-8583.2002.tb00075.x
   Google Scholar
• Brock, D, Powell, M & Hinings, C (eds.) (1999) Restructuring the Professional Organisation, Rutledge, London.
   Google Scholar
• Burgess, J & Connell, J (2004) ‘Emerging Developments in Call Centre Research’ Labour & Industry: A Journal of the Social and Economic Relations of Work, 14 pp. 1–13. doi:10.1080/10301763.2004.10669291
   Google Scholar
• Burgess, J & Connell, J (2006) Developments in the Call Centre Industry: Analysis, Changes and Challenges, Routledge, New York.
   Google Scholar
• Collin-Jacques, C & Smith, C (2005) ‘Nursing on the Line: Experiences from England and Quebec (Canada)’ Human Relations, 58 pp. 5–32. doi:10.1177/0018726705050933
   Google Scholar
• Creswell, JW (1998) Qualitative Inquiry and Research Design: Choosing Among Five Traditions, Sage, Thousand Oaks, CA.
   Google Scholar
• Fältholm, Y & Jansson, A (2008) ‘Telephone Advisory Services-Nursing Between Organisational and Occupational Professionalism’ New Technology, Work, and Employment, 23 pp. 17–29. doi:10.1111/j.1468-005X.2008.00200.x
   Google Scholar
• Fernie, S (2004) ‘Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?’ in S Deery & N Kinnie (eds.) Call Centres and Human Resource Management: A Cross-National Perspective, Palgrave Macmillan, New York, pp. 54–74.
   Google Scholar
• Flyvbjerg, B (2006) ‘Five Misunderstandings About Case-Study Research’ Qualitative Inquiry, 12 pp. 219–45. doi:10.1177/1077800405284363
   Web of Science ®Google Scholar
• Geertz, C (1973) The Interpretation of Cultures, Institute for Advanced Study, Princeton, NJ.
   Google Scholar
• Grint, K (1995) Management: A Sociological Introduction, Polity Press, Cambridge.
   Google Scholar
• Hales, C (1993) Managing Through Organisation, Rutledge, London.
   Google Scholar
• Hanlon, G, Stragleman, T, Goode, J, Luff, D, O’Cathain, A & Greatbach, D (2005) ‘Knowledge, Technology, and Nursing: The Case of NHS Direct’ Human Relations, 58 pp. 147–71. doi:10.1177/0018726705052179
   Google Scholar
• Houlihan, M (2001) ‘Managing to Manage? Stories from the Call Centre Floor’ Journal of European Industrial Training, 25 pp. 208–20. doi:10.1108/03090590110395816
   Google Scholar
• Houlihan, M (2002) ‘Tension and Variations in Call Centre Management Strategies’ Human Resources Management Journal, 12 pp. 67–86.
   Google Scholar
• Houlihan, M (2006) ‘Agency and Constraint: Call Centre Managers Talk About Their Work’ in J Burgess & J Connell (eds.) Developments in the Call Centre Industry: Analysis, Changes and Challenges, Routledge, London.
   Google Scholar
• Hutchinson, S, Purcell, J & Kinnie, N (2000) ‘Evolving High Commitment Management and the Experience of the RAC Call Centre’ Human Resource Management Journal, 10 pp. 63–78. doi:10.1111/j.1748-8583.2000.tb00014.x
   Google Scholar
• Kinnie, N & Parsons, J (2004) ‘Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre’ in S Deery & N Kinnie (eds.) Call Centres and Human Resource Management: A Cross-National Perspective, Palgrave Macmillan, New York.
   Google Scholar
• Mintzberg, H (1979) The Structuring of Organizations: A Synthesis of the Research, Prentice Hall, Upper Saddle River, NJ.
   Google Scholar
• Mintzberg, H (1983) Structure in Fives: Designing Effective Organizations, Prentice Hall, Upper Saddle River, NJ.
   Google Scholar
• Mintzberg, H (1989) ‘The Manager’s Job: Folklore and Fact’ in Mintzberg on Management: Inside Our Strange World of Organizations, Free Press, New York.
   Google Scholar
• Mueller, F, Valsecchi, R, Smith, C & Gabe, J (2008) ‘We Are Nurses, We Are Supposed to Care for People: Professional Values Among Nurses in NHS Direct Call Centres’ New Technology, Work and Employment, 23 pp. 2–16. doi:10.1111/j.1468-005X.2008.00199.x
   Web of Science ®Google Scholar
• O’Cathain, A, Sampson, FC, Munro, JF, Thomas, KJ & Nicholl, J (2004) ‘“Nurses” Views of Using Computerized Decision Support Software in NHS Direct’ Journal of Advanced Nursing, 45(3) pp. 280–6. doi:10.1046/j.1365-2648.2003.02894.x
   Google Scholar
• Oppenheimer, M (1973) ‘The Proletarianisation of the Professional’ in P Halmos (ed.) Professionalisation and Social Change, University of Keele Press, Keele.
   Google Scholar
• Peshkin, A (1993) ‘The Goodness of Qualitative Research’ Educational Researcher, 22 pp. 23–9. doi:10.3102/0013189X022002023
   Google Scholar
• Pettinari, C & Jessopp, L (2001) ‘“Your Ears Become Your Eyes”: Managing the Absence of Visibility in NHS Direct’ Journal of Advanced Nursing, 36(5) pp. 668–75. doi:10.1046/j.1365-2648.2001.02031.x
   Google Scholar
• Raelin, JA (1989) ‘An Anatomy of Autonomy: Managing Professionals’ The Academy of Management Executive, 3 pp. 216–28. doi:10.5465/AME.1989.4274740
   Google Scholar
• Russell, B (2008) ‘Call Centres: A Decade of Research’ International Journal of Management Reviews, 10 pp. 195–219. doi:10.1111/j.1468-2370.2008.00241.x
   Web of Science ®Google Scholar
• Russell, B (2009) Smiling Down: Info-Service Work in the Global Economy, University of Toronto Press, Toronto.
   Google Scholar
• Russell, B (2012) ‘Professional Call Centres, Professional Workers and the Paradox of the Algorithm: The Case of Telenursing’ Work, Employment and Society, 26 pp. 195–210. doi:10.1177/0950017011433155
   Google Scholar
• Smith, C, Valssechi, R, Back Andersson, M & Sederbald, P (2012) ‘Tele-Nursing: The English and Swedish Cases’ The School of Management Working Paper Series, Royal Holloway, Surrey.
   Google Scholar
• Smith, C, Valsecchi, R, Mueller, F & Gabe, J (2008) ‘Knowledge and the Discourse of Labour Process Transformation: Nurses and the Case of NHS Direct for England’ Work, Employment and Society, 22(4) pp. 581–99. doi:10.1177/0950017008096737
   Web of Science ®Google Scholar
• Snooks, HA, Williams, AM, Griffiths, LJ, Peconi, J, Rance, J, Snelgrove, S, Sarangi, S, Wainwright, P & Cheung, WL (2008) ‘Real Nursing? The Development of Telenursing’ Journal of Advanced Nursing, 61 pp. 631–40. doi:10.1111/j.1365-2648.2007.04546.x
   Web of Science ®Google Scholar
• Tellis, W (1997) ‘Application of a Case Study Methodology’ The Qualitative Report, 5 Feb 2011. http://www.nova.edu/ssssQR/QR3-3/tellis2.html.
   Google Scholar
• Thompson, P (2005) ‘Introduction: Unmanageable Capitalism’ in S Ackroyd, R Batt, P Thompson & P Tolbert (eds.) The Oxford Handbook of Work and Organization, Oxford University Press, Oxford.
   Google Scholar