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 |
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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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