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The call centre: a nursery for new forms of work organisation?

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  • James Wickham
  • Gráinne Collins

Abstract

Within the existing literature, call centre work is defined as a combination of taylorism, emotional labour and surveillance. Yet call centres also involve new forms of customer relationship. Call centre work is abstracted from any geographical location, it can involve many people separate in time and space and the customer can often monitor it directly. We term such work ‘virtual’, ‘poly-authored’ and ‘market supervised’. These new forms of work are now spreading beyond conventional call centres, partly because of the new expectations of customers, partly because of the migration of call centre employees into other areas of the enterprise.

Suggested Citation

  • James Wickham & Gráinne Collins, 2004. "The call centre: a nursery for new forms of work organisation?," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 1-18, January.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:1-18
    DOI: 10.1080/02642060412331301102
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    Cited by:

    1. 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.
    2. Daniel Nyberg & Graham Sewell, 2014. "Collaboration, Co-operation or Collusion? Contrasting Employee Responses to Managerial Control in Three Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 52(2), pages 308-332, June.
    3. Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
    4. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    5. Paul Haynes & Alessandra Vecchi & James Wickham, 2006. "Flying around the globe and bringing business back home?," The Institute for International Integration Studies Discussion Paper Series iiisdp173, IIIS.

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