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Workplace resistance in an Irish call centre: slammin’, scammin’ smokin’ an’ leavin’

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  • Kate Mulholland

    (Grasmere Avenue, Coventry, CV3 6AY, UKkmulholl76@hotmail.com)

Abstract

This article examines workplace conflict in an Irish call centre. It criticizes managerial and post-structural accounts of resistance for failing to see that workplace conflict continues to be located in structural issues, such as the employment relationship, making pay, productivity and work intensification the source of conflict. In adopting Martinez Lucio and Stewart’s (1997) notion of the collective worker, the article will show that in subordinated work conditions, workers engage in a recipe of informal collective practices that are organically borne out of their daily work experiences.

Suggested Citation

  • Kate Mulholland, 2004. "Workplace resistance in an Irish call centre: slammin’, scammin’ smokin’ an’ leavin’," Work, Employment & Society, British Sociological Association, vol. 18(4), pages 709-724, December.
    • Handle: RePEc:sae:woemps:v:18:y:2004:i:4:p:709-724
    DOI: 10.1177/0950017004048691
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    References listed on IDEAS

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    1. Paul Thompson & Chris Warhurst & George Callaghan, 2001. "Ignorant Theory and Knowledgeable Workers: Interrogating the Connections between Knowledge, Skills and Services," Journal of Management Studies, Wiley Blackwell, vol. 38(7), pages 923-942, November.
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    Cited by:

    1. Richard Godfrey & Joanna Brewis, 2018. "‘Nowhere else sells bliss like this’: Exploring the emotional labour of soldiers at war," Gender, Work and Organization, Wiley Blackwell, vol. 25(6), pages 653-669, November.
    2. Alan Tuckman & Jeremé Snook, 2014. "Between consultation and collective bargaining? The changing role of non-union employee representatives: a case study from the finance sector," Industrial Relations Journal, Wiley Blackwell, vol. 45(1), pages 77-97, January.

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