Controlling business? Agency and constraint in call centre working.
Beirne, Martin ; Riach, Kathleen ; Wilson, Fiona
New Technology, Work and Employment
2004
19
2
July
96-109
call centre ; work organization
Work organization
English
Bibliogr.
"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."
Paper
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