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Impacts of agglomeration on call centre operations: evidence from North West England.

Peck, Frank and Cabras, Ignazio (2009) Impacts of agglomeration on call centre operations: evidence from North West England. Regional Studies, 43 (7). pp. 923-934. ISSN 0034-3404

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Abstract/Description

Impacts of agglomeration on call centre operations: evidence from North West England, Regional Studies. Call centres have until fairly recently provided a significant source of employment growth in the peripheral regions of the UK. Despite the potential for locational dispersal throughout the urban hierarchy, however, call centres tend to be highly concentrated in larger urban centres and variations in wage costs between local labour markets appear to have little influence over location patterns. This paper explores the consequences of high levels of agglomeration for recruitment and retention of labour within call centres in the North West Region of England. Using survey data, various measures of labour market stress are shown to be positively correlated with urban size. The results tend to confirm that businesses are prepared to absorb the costs of concentration in order to avoid the perceived risks of labour shortages in smaller dispersed urban centres.

Item Type: Article
Print ISSN: 0034-3404
Electronic ISSN: 1360-0591
Uncontrolled Keywords: Contact centres; agglomeration; location factors; local labour market; service industries; North West England;
University Divisions/Research Centres: Edinburgh Napier University, Employment Research Institute
Dewey Decimal Subjects: 600 Technology > 650 Management & public relations > 658 General management
Library of Congress Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Item ID: 4318
Depositing User: Mrs Lyn Gibson
Date Deposited: 12 Apr 2011 11:49
Last Modified: 11 Jan 2013 15:51
URI: http://researchrepository.napier.ac.uk/id/eprint/4318

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