Understanding the Post‐Industrial Assembly Line: A Critical Appraisal of the Call Centre | Zendy

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Understanding the Post‐Industrial Assembly Line: A Critical Appraisal of the Call Centre

Author(s) -

Lloyd Anthony

Publication year - 2016

Publication title -

sociology compass

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.782

H-Index - 31

ISSN - 1751-9020

DOI - 10.1111/soc4.12360

Subject(s) - call centre , typology , sociology , critical appraisal , work (physics) , industrial sociology , service (business) , public relations , management , marketing , business , political science , economics , law , engineering , anthropology , medicine , mechanical engineering , alternative medicine , pathology

As a relatively new form of service sector employment, call centres have been an important issue in the sociology of work for two decades. This article offers a critical review and appraisal of call centre literature, drawing upon an existing typology classifying call centre research in four categories: characteristics and organisational features; choices and strategies of management; the effect of work on employees; and the response of employees to working conditions. The article also explores recent developments that utilise call centres as a tool to investigate emerging social theories and other sociological concepts.

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