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Governance, labour and the global call centre value chain

Taylor, Philip (2012) Governance, labour and the global call centre value chain. In: International Labor and Employment Relations Association World Congress, 2012-06-02 - 2012-06-05.

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Abstract

The last decade has seen the creation of new international divisions labour in business services, as offshoring from the developed to the so-called developing countries has expanded (Dossani and Kenney, 2007). As the scale, diversity and complexity of ITES (information-enabled technology services) subject to remote delivery has grown, so too has geographical reach. The use of the term global service delivery by industry bodies, such as India’s National Association of Software and Service Companies (Nasscom) (Taylor, 2010a), reflects an evolving spatial change in service supply chains.