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Teleservices, Call Centres and Urban and Regional Development

Author

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  • R. Richardson
  • J. N. MARSHALL

Abstract

This article exarnres the char-crcter c.f cull centres, which ut-euttractirzg considerable interest among economic cleveloprnen agencies seeking to attract inward irzvestment. The paper examines the type of eniployment provided in call centres, their locational requirenzents ancl their wider- impact orz loccrl economies. It is argued that irlformation and communications technologies (ICTs) are allowitlg these telesewice firrns to develop in new locations, but that call centres remain constrained in their locational choices especially because ofthe uneven distributiori of labour: It is concluded that call centres providing teleservices contribute to local economic developmerzt, but the employnzent created on the whole terzcls to be of low quality. Few mancrgeriul, professional or teclznical jobs errs created in rnost call centres, and there crre few local spin-offs. Inrvard irvestment by these sorts of services in less-fnvoured areas displays many of !he drawbacks associated tvith trcrditionul inanfacturing inward investment.

Suggested Citation

  • R. Richardson & J. N. MARSHALL, 1999. "Teleservices, Call Centres and Urban and Regional Development," The Service Industries Journal, Taylor & Francis Journals, vol. 19(1), pages 96-116, January.
    • Handle: RePEc:taf:servic:v:19:y:1999:i:1:p:96-116
    DOI: 10.1080/02642069900000006
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    Citations

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    Cited by:

    1. Gillian Bristow & Max Munday & Peter Gripaios, 2000. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour," Environment and Planning A, , vol. 32(3), pages 519-538, March.
    2. Hätönen, Jussi, 2009. "Making the locational choice: A case approach to the development of a theory of offshore outsourcing and internationalization," Journal of International Management, Elsevier, vol. 15(1), pages 61-76, March.
    3. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
    4. J Howells & B Tether & F Gallouj & F Djellal & C Gallouj & K Blind & J Edler & C Hipp & F Montobbio & N Corrocher & A Macpherson & D Banach, 2004. "Innovation in Services: Issues at Stake and Trends," Working Papers halshs-01113600, HAL.
    5. Paul Bishop & Peter Gripaios & Gillian Bristow, 2003. "Determinants of Call Centre Location: Some Evidence for UK Urban Areas," Urban Studies, Urban Studies Journal Limited, vol. 40(13), pages 2751-2768, December.
    6. Premilla D'Cruz & Ernesto Noronha, 2007. "Technical Call Centres," Global Business Review, International Management Institute, vol. 8(1), pages 53-67, February.
    7. Ebru Seckin, 2011. "Capacity Building Potential Of The Call Center Sector In Turkey," ERSA conference papers ersa10p807, European Regional Science Association.
    8. Ranald Richardson & Vicki Belt & Neill Marshall, 2000. "Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centres," Regional Studies, Taylor & Francis Journals, vol. 34(4), pages 357-369.
    9. Graf, Michael & Mudambi, Susan M., 2005. "The outsourcing of IT-enabled business processes: A conceptual model of the location decision," Journal of International Management, Elsevier, vol. 11(2), pages 253-268, June.
    10. Zeenobiyah Hannif & Felicity Lamm, 2005. "When Non-Standard Work Becomes Precarious: Insights from the New Zealand Call Centre Industry," management revue - Socio-Economic Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 16(3), pages 324-350.

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