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

Ellis, V. and Taylor, P. (2006) 'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre. New Technology, Work and Employment, 21 (2). pp. 107-122. ISSN 0268-1072

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    Abstract

    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
    ID code: 17919
    Keywords: british gas, call centres, employee attitudes, working life, Management. Industrial Management, Human Factors and Ergonomics, Strategy and Management, Management of Technology and Innovation
    Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
    Department: Strathclyde Business School > Human Resource Management
    Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 05 May 2010 15:01
    Last modified: 05 Sep 2014 13:38
    URI: http://strathprints.strath.ac.uk/id/eprint/17919

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