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Researching call centres: gathering results and theories
[working paper]
Abstract "The paper looks at current British and German call centre research in the light of its
contributions to the issues of skill and control which are central in labour process theory.
What has indeed been learned or can be learned from empirical research?
After outlining a rough typology of call centre... view more
"The paper looks at current British and German call centre research in the light of its
contributions to the issues of skill and control which are central in labour process theory.
What has indeed been learned or can be learned from empirical research?
After outlining a rough typology of call centre research, we present an overview of results
and theories and show how the diverse and controversial perspectives can be combined in a
fruitful way resulting in a description of call centres as hybrids of standardisation and
flexibilisation. This offers some explanation but may lead to new confusion. We suggest a
contextualised and process-oriented perspective for further research and suggest that the
current abundance of case studies be used in a comparative way." (author's abstract)... view less
Keywords
service; call center; Taylorism; Federal Republic of Germany; theory; rationalization; Great Britain; research status; labor market
Classification
Labor Market Research
Sociology of Work, Industrial Sociology, Industrial Relations
Document language
English
Publication Year
2002
City
Glasgow
Page/Pages
19 p.
Licence
Deposit Licence - No Redistribution, No Modifications
Data providerThis metadata entry was indexed by the Special Subject Collection Social Sciences, USB Cologne