Beirne, M. , Riach, K. and Wilson, F. (2004) Controlling business? Agency and constraint in call centre working. New Technology, Work and Employment, 19(2), pp. 96-109. (doi: 10.1111/j.0268-1072.2004.00130.x)
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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.
| Item Type: | Articles |
|---|---|
| Status: | Published |
| Refereed: | Yes |
| Glasgow Author(s) Enlighten ID: | Wilson, Professor Fiona and Beirne, Professor Martin and Riach, Professor Kathleen |
| Authors: | Beirne, M., Riach, K., and Wilson, F. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor |
| College/School: | College of Social Sciences > Adam Smith Business School > Management |
| Journal Name: | New Technology, Work and Employment |
| ISSN: | 0268-1072 |
| ISSN (Online): | 1468-005X |
| Published Online: | 22 June 2004 |
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