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Ellis, Vaughan and Taylor, P (2006) You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. New Technology Work and Employment, 21 (2). pp. 107-122. ISSN 1468 005X
Full text not available from this repository. (Request a copy)Official URL: http://dx.doi.org/10.1111/j.1468-005X.2006.00167.x
Abstract/Description
This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation. Using documentary evidence and oral testimonies, we show how the call centre was pivotal to tightening control over the labour process, to intensifying work and transforming the experience of work.
| Item Type: | Article |
|---|---|
| Print ISSN: | 1468 005X |
| Uncontrolled Keywords: | call centres; British gas; privatisation; restrictive regulation; shareholder value; labour processes; |
| University Divisions/Research Centres: | The Business School > School of Management and Law |
| Dewey Decimal Subjects: | 300 Social sciences > 320 Political science 300 Social sciences > 330 Economics > 331 Labor economics |
| Library of Congress Subjects: | J Political Science > JN Political institutions (Europe) > JN101 Great Britain H Social Sciences > HD Industries. Land use. Labor |
| Item ID: | 2150 |
| Depositing User: | RAE Import |
| Date Deposited: | 09 May 2008 11:35 |
| Last Modified: | 26 Mar 2013 11:57 |
| URI: | http://researchrepository.napier.ac.uk/id/eprint/2150 |
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