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Trade unions, workers' rights and the 'frontier of control' in UK call centres

Taylor, P. and Bain, P.M. (2001) Trade unions, workers' rights and the 'frontier of control' in UK call centres. Economic and Industrial Democracy, 22 (1). pp. 39-66. ISSN 0143-831X

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Abstract

In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line' work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.

Item type: Article
ID code: 4118
Keywords: call centres, finance sector, trade unions, human resource management, resistance, Management. Industrial Management, Business, Management and Accounting(all), Organizational Behavior and Human Resource Management, 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: 01 Oct 2007
    Last modified: 04 Sep 2014 14:33
    URI: http://strathprints.strath.ac.uk/id/eprint/4118

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