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'What Happens when the Phone goes Wild?': Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime


  • David Knights


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  • 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.
  • Handle: RePEc:bla:jomstd:v:35:y:1998:i:2:p:163-194

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    References listed on IDEAS

    1. Tiedens, Larissa Z., 2001. "Anger and Advancement versus Sadness and Subjugation: The Effect of Negative Emotion Expressions on Social Status Conferral," Research Papers 1615, Stanford University, Graduate School of Business.
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    Cited by:

    1. 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.
    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. D Cassidy & J Sutherland, 2008. "Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting," Economic Issues Journal Articles, Economic Issues, vol. 13(2), pages 1-20, September.
    4. Nigel Nicholson, 1999. "Seven deadly syndromes of management and organization: the view from evolutionary psychology," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 19(7-8), pages 411-426.
    5. 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.

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