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Controlling business? Agency and constraint in call centre working
Author(s) -
Beirne Martin,
Riach Kathleen,
Wilson Fiona
Publication year - 2004
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.0268-1072.2004.00130.x
Subject(s) - sophistication , call centre , bureaucracy , agency (philosophy) , context (archaeology) , constraint (computer aided design) , business , control (management) , job control , working hours , labour economics , industrial organization , management , public relations , work (physics) , economics , engineering , political science , sociology , telecommunications , mechanical engineering , social science , paleontology , politics , law , biology
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.