INSPIRING FUTURES

You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre.

Ellis, Vaughan and Taylor, Phil (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

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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: 30 Sep 2013 16:06
URI: http://researchrepository.napier.ac.uk/id/eprint/2150

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