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A unique working environment: health, sickness and absence management in UK call centres.

Taylor, Phil, Baldry, Chris, Bain, Peter and Ellis, Vaughan (2003) A unique working environment: health, sickness and absence management in UK call centres. Work Employment & Society, 17 (3). pp. 435-458. ISSN 0950 0170

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Abstract/Description

This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed.

Item Type: Article
Print ISSN: 0950 0170
Electronic ISSN: 1469-8722
Uncontrolled Keywords: call centres; health and safety; sickness absence; trade unions; work organization;
University Divisions/Research Centres: The Business School > School of Management and Law
Dewey Decimal Subjects: 600 Technology > 610 Medicine & health > 613 Personal health & safety
600 Technology > 650 Management & public relations > 650 Management & auxiliary services
300 Social sciences > 330 Economics > 331 Labor economics
Library of Congress Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor
Item ID: 2151
Depositing User: RAE Import
Date Deposited: 09 May 2008 11:52
Last Modified: 07 Jun 2013 15:36
URI: http://researchrepository.napier.ac.uk/id/eprint/2151

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