Taylorism, targets and the pursuit of quantity and quality by call centre management

Bain, P., Watson, A., Mulvey, G. , Taylor, P. and Gall, G. (2002) Taylorism, targets and the pursuit of quantity and quality by call centre management. New Technology, Work and Employment, 17(3), pp. 170-185. (doi:10.1111/1468-005X.00103)

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Abstract

The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees’ quantitative and qualitative performance is analysed in four case–study organisations. The paper concludes that call centre work reflects a pardigmic re–configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Mulvey, Dr Gareth
Authors: Bain, P., Watson, A., Mulvey, G., Taylor, P., and Gall, G.
College/School:College of Social Sciences > School of Social and Political Sciences > Sociology Anthropology and Applied Social Sciences
Journal Name:New Technology, Work and Employment
ISSN:0268-1072
ISSN (Online):1468-005X
Published Online:17 December 2002

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