The construction of control: the physical environment and the development of resistance and accommodation within call centres
New Technology, Work and Employment
2007
22
3
November
246-259
call centre ; case study ; working conditions ; workplace design
Working conditions
English
Bibliogr.
"The paper explores the impact of the physical environment on employee resistance and accommodation. The findings suggest that the physical nature of call centres, whether purpose built or not, can be a focus of employee dissatisfaction and reflect broader, less concrete conflicts. It notes that the advantage of the physical environment as an arena for resistance lies in its tangibility."
Paper
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