Perceptions of working life in call centres

Hingst, Raymond D. (2006) Perceptions of working life in call centres. Journal of Management Practice, 7 (1). pp. 1-9. ISSN 1441-2543

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Abstract

[Abstract]: Call centres have emerged as an organisational phenomenon within a relatively short space of time. As a consequence of their rapid development, call centres have provided a rich topic for emerging academic investigation of the human element of the working environment.This paper presents a review of a range of articles commenting on the Taylorist heritage of call centres, and the emotional stresses imposed by a highly structured and monitored environment. Workers are at once cast as members of ‘teams’, structural elements of call centre organisations, and simultaneously expected to work largely in isolation from their colleagues with a minimum of social support. Where appropriate, reference is made to noteworthy supplementary sources which provide a prescient insight into the conditions which give rise to the concept of ‘emotional labour’. The distinguishing thread uniting the segments of this review is the impact of the routine work and the highly monitored nature of the environment.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: USQ publication. Journal of Management Practice site: http://eprints.usq.edu.au/secure/00001912/01/default.htm Editorial Board: http://eprints.usq.edu.au/secure/00001912/01/editorboard.htm
Depositing User: Mr Ray Hingst
Faculty / Department / School: Historic - Faculty of Business - Department of Economics and Resource Management
Date Deposited: 11 Oct 2007 00:53
Last Modified: 02 Jul 2013 22:41
Uncontrolled Keywords: call centres, emotional labour, workplace monitoring
Fields of Research (FOR2008): 15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150311 Organisational Behaviour
17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
URI: http://eprints.usq.edu.au/id/eprint/1912

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