Coping Strategies in Call Centres: Work Intensity and the Role of Co-workers and Supervisors
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- George Callaghan, 2002. "'We Recruit Attitude': The Selection and Shaping of Routine Call Centre Labour," Journal of Management Studies, Wiley Blackwell, vol. 39(2), pages 233-254, March.
- Stephen Deery, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, June.
- Randy Hodson, 2008. "The Ethnographic Contribution to Understanding Co-worker Relations," British Journal of Industrial Relations, London School of Economics, vol. 46(1), pages 169-192, March.
- David Knights, 1998. "'What Happens when the Phone goes Wild?': Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime," Journal of Management Studies, Wiley Blackwell, vol. 35(2), pages 163-194, March.
CitationsCitations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
- Cohen, Nicola & Richardson, James, 2015. "‘I didn't feel like I was alone anymore’: evaluating self-organised employee coping practices conducted via Facebook," LSE Research Online Documents on Economics 65024, London School of Economics and Political Science, LSE Library.
- 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.
More about this item
StatisticsAccess and download statistics
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:brjirl:v:48:y:2010:i:1:p:181-200. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Wiley-Blackwell Digital Licensing) or (Christopher F. Baum). General contact details of provider: http://edirc.repec.org/data/lsepsuk.html .
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.