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‘An assembly line in the head’: work and employee relations in the call centre
Author(s) -
Taylor Phil,
Bain Peter
Publication year - 1999
Publication title -
industrial relations journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.525
H-Index - 3
eISSN - 1468-2338
pISSN - 0019-8692
DOI - 10.1111/1468-2338.00113
Subject(s) - call centre , scope (computer science) , variety (cybernetics) , head (geology) , roll call , work (physics) , industrial relations , assembly line , line (geometry) , political science , business , operations management , sociology , management , economics , computer science , engineering , law , mechanical engineering , geometry , mathematics , artificial intelligence , voting , politics , programming language , geomorphology , geology
To date, academic studies of the call centre ‘sector’ remain limited in scope. Here the authors attempt to remedy that omission by analysing the recent and spectacular growth of call centres in the UK, drawing on a wide variety of sources, including two extensive surveys of developments in Scotland during 1997.