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Taylorism, targets and the pursuit of quantity and quality by call centre management

Bain, P.M. and Watson, A.C. and Mulvey, G. and Taylor, P. and Gall, G. (2002) Taylorism, targets and the pursuit of quantity and quality by call centre management. New Technology, Work and Employment, 17 (3). pp. 170-185. ISSN 0268-1072

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    Abstract

    The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely.

    Item type: Article
    ID code: 4165
    Keywords: taylorism, call centres, human resource management, quality management, 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
    Faculty of Humanities and Social Sciences (HaSS) > School of Government and Public Policy > Politics
    Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 23 Jan 2008
    Last modified: 05 Sep 2014 13:38
    URI: http://strathprints.strath.ac.uk/id/eprint/4165

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