Controlling business? Agency and constraint in call centre working

Martin Beirne; Kathleen Riach; Fiona Wilson

doi:10.1111/j.0268-1072.2004.00130.x

Controlling business? Agency and constraint in call centre working

Martin Beirne, Kathleen Riach, Fiona Wilson

Research output: Contribution to journal › Article › Research › peer-review

15 Citations (Scopus)

Abstract

Studies of call centre working have focused almost exclusively on the sophistication of technological and bureaucratic systems of labour control. The commercial context in which firms operate remains relatively under-researched, despite exerting a significant influence on job structures and the working out of labour relations.

Original language	English
Pages (from-to)	96-109
Number of pages	14
Journal	New Technology, Work and Employment
Volume	19
Issue number	2
DOIs	https://doi.org/10.1111/j.0268-1072.2004.00130.x
Publication status	Published - 1 Jul 2004
Externally published	Yes

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10.1111/j.0268-1072.2004.00130.x

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Controlling business? Agency and constraint in call centre working

Abstract

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