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

P. Taylor, P.M. Bain

Research output: Chapter in Book/Report/Conference proceedingChapter

19 Citations (Scopus)

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.
Original languageEnglish
Title of host publicationRe-Organizing Service Work: Call Centres in Germany and Britain
Pages42-63
Number of pages21
Publication statusPublished - 2002

Keywords

  • call centres
  • employment
  • human resource management
  • organisations

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