Gender, choice and constraint in call centre employment

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This paper examines the genderised experience of employment in call centres. While existing studies have acknowledged structural and agential constraints on women in the workplace, this paper goes further by illustrating the gendered nature of career choice and progression in a context which, in certain respects, appears to have benefitted women's desires for advancement. Drawing on quantitative and in-depth qualitative data from four Scottish call centres, the study provides evidence of gender inequality shaped by structural and ideological workplace and household constraints.
Original languageEnglish
Pages (from-to)101-116
Number of pages16
JournalNew Technology, Work and Employment
Issue number2
Early online date23 Jun 2010
Publication statusPublished - Jul 2010


  • gender
  • constraints
  • call centres
  • employment
  • genderised experience
  • agential constraints
  • women
  • workplace
  • career choice
  • scottish call centres
  • gender inequality

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