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‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour

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Cited by:

  1. Gazi Islam & Roberta Sferrazzo, 2022. "Workers' Rites: Ritual Mediations and the Tensions of New Management," Journal of Management Studies, Wiley Blackwell, vol. 59(2), pages 284-318, March.
  2. Shameem Shagirbasha, 2015. "Does mode of interaction impact emotional labour? A mixed method study among service employees in India," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 5(11), pages 196-205, November.
  3. Sharon C. Bolton & Maeve Houlihan, 2009. "Beyond the control‐resistance debate," Qualitative Research in Accounting & Management, Emerald Group Publishing Limited, vol. 6(1/2), pages 5-13, March.
  4. Guillemette de Larquier & Emmanuelle Marchal, 2020. "Les repères de la sélection à l’embauche et leur évaluation. Une exploration de l’enquête Ofer," SciencePo Working papers Main halshs-02943049, HAL.
  5. Chris Warhurst & Dennis Nickson, 2007. "Employee experience of aesthetic labour in retail and hospitality," Work, Employment & Society, British Sociological Association, vol. 21(1), pages 103-120, March.
  6. Paul Brook, 2009. "In critical defence of ‘emotional labour’," Work, Employment & Society, British Sociological Association, vol. 23(3), pages 531-548, September.
  7. Guillemette de Larquier & Emmanuelle Marchal, 2020. "Les repères de la sélection à l’embauche et leur évaluation - Une exploration de l’enquête Ofer," Working Papers hal-03014040, HAL.
  8. Tuheena Mukherjee & Kanika T. Bhal, 2018. "Assessing Cognitive Ethical Logics for Commercial Emotions," IIM Kozhikode Society & Management Review, , vol. 7(2), pages 109-121, July.
  9. Antunes, Davi, 2012. "Transformações Recentes da Economia Capitalista: Impactos sobre o Mundo do Trabalho nos EUA [Recent Changes in the US Labor Market]," MPRA Paper 81558, University Library of Munich, Germany, revised 2012.
  10. Sarah Jenkins & Rick Delbridge & Ashley Roberts, 2010. "Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work," Work, Employment & Society, British Sociological Association, vol. 24(3), pages 546-564, September.
  11. Sharon C. Bolton & Carol Boyd, 2003. "Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart," Work, Employment & Society, British Sociological Association, vol. 17(2), pages 289-308, June.
  12. Thomas Hastings & Danny MacKinnon, 2017. "Re-embedding agency at the workplace scale: Workers and labour control in Glasgow call centres," Environment and Planning A, , vol. 49(1), pages 104-120, January.
  13. Diane Seymour & Peter Sandiford, 2005. "Learning emotion rules in service organizations," Work, Employment & Society, British Sociological Association, vol. 19(3), pages 547-564, September.
  14. Sharon C. Bolton, 2009. "Getting to the heart of the emotional labour process: a reply to Brook," Work, Employment & Society, British Sociological Association, vol. 23(3), pages 549-560, September.
  15. Jos Gamble, 2007. "The rhetoric of the consumer and customer control in China," Work, Employment & Society, British Sociological Association, vol. 21(1), pages 7-25, March.
  16. Phil Taylor & Peter Bain, 2005. "‘India calling to the far away towns’," Work, Employment & Society, British Sociological Association, vol. 19(2), pages 261-282, June.
  17. Guillemette de Larquier & Emmanuelle Marchal, 2020. "Les repères de la sélection à l’embauche et leur évaluation. Une exploration de l’enquête Ofer," Working Papers halshs-02943049, HAL.
  18. Caroline Lloyd & Jonathan Payne, 2009. "‘Full of sound and fury, signifying nothing’," Work, Employment & Society, British Sociological Association, vol. 23(4), pages 617-634, December.
  19. Stephen J. Deery & Roderick D. Iverson & Janet T. Walsh, 2010. "Coping Strategies in Call Centres: Work Intensity and the Role of Co‐workers and Supervisors," British Journal of Industrial Relations, London School of Economics, vol. 48(1), pages 181-200, March.
  20. Bhaskar Vira & Al James, 2012. "Building Cross-Sector Careers in India's New Service Economy? Tracking Former Call Centre Agents in the National Capital Region," Development and Change, International Institute of Social Studies, vol. 43(2), pages 449-479, March.
  21. Sharon C. Bolton & Maeve Houlihan, 2005. "The (mis)representation of customer service," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 685-703, December.
  22. John N. Walsh & Jamie O’Brien, 2018. "Knowledge Asymmetries and Service Management: Three Case Studies," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 17(03), pages 1-26, September.
  23. Michelle Richey & Aparna Gonibeed & M. N. Ravishankar, 2018. "The Perils and Promises of Self-Disclosure on Social Media," Information Systems Frontiers, Springer, vol. 20(3), pages 425-437, June.
  24. Julian Clarke, 2014. "Pre-employment training for the unemployed: A case study of a call centre foundation programme," Local Economy, London South Bank University, vol. 29(1-2), pages 113-128, February.
  25. 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.
  26. Chris Warhurst & Paul Thompson, 2006. "Mapping knowledge in work: proxies or practices?," Work, Employment & Society, British Sociological Association, vol. 20(4), pages 787-800, December.
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