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Consolidation, 'cowboys' and the developing employment relationship in Dutch, UK and US call centres

Taylor, P. and Bain, P.M. (2002) Consolidation, 'cowboys' and the developing employment relationship in Dutch, UK and US call centres. In: Re-Organizing Service Work: Call Centres in Germany and Britain. Ashgate, pp. 42-63. ISBN 0-7546-1955-9

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Abstract

This cross-nationally comparative book on Call Centre work provides a welcome update and systematic exploration of a rapidly expanding new type of service work. This chapter focuses on the developing employment relationship in Dutch, UK and US call centres.