Once More With Feeling: Ethnographic Reflections on the Mediation of Tension in a Small Team of Call Centre Workers
- 12 August 2005
- journal article
- Published by Wiley in Gender, Work & Organization
- Vol. 12 (5), 420-439
- https://doi.org/10.1111/j.1468-0432.2005.00282.x
Abstract
No abstract availableKeywords
This publication has 39 references indexed in Scilit:
- The business case for call centre outsourcingInteractive Marketing, 2003
- Taking conversation seriously: The role of the call centre in the organisation's customer contact strategyInteractive Marketing, 2003
- Tensions and variations in call centre management strategiesHuman Resource Management Journal, 2002
- A female ghetto? Women's careers in call centresHuman Resource Management Journal, 2002
- Evolving high commitment management and the experience of the RAC call centreHuman Resource Management Journal, 2000
- The Discipline of Teams: The Control of Team-Based Industrial Work Through Electronic and Peer SurveillanceAdministrative Science Quarterly, 1998
- Beyond bureaucracy? Work organization in call centresThe International Journal of Human Resource Management, 1998
- THE CULT[URE] OF THE CUSTOMERJournal of Management Studies, 1992
- `The Figures, The Personality and The Bums': Service Work and SexualityWork, Employment & Society, 1992
- `The Figures, the Personality and the Bums': Service Work and SexualityWork, Employment & Society, 1992