Governance, labour and the global call centre value chain

Research output: Contribution to conferencePaper

Abstract

The last decade has seen the creation of new international divisions labour in business services, as offshoring from the developed to the so-called developing countries has expanded (Dossani and Kenney, 2007). As the scale, diversity and complexity of ITES (information-enabled technology services) subject to remote delivery has grown, so too has geographical reach. The use of the term global service delivery by industry bodies, such as India’s National Association of Software and Service Companies (Nasscom) (Taylor, 2010a), reflects an evolving spatial change in service supply chains.
Original languageEnglish
Number of pages22
Publication statusPublished - 2 Jul 2012
EventInternational Labor and Employment Relations Association World Congress - Philadelphia, United States
Duration: 2 Jun 20125 Jun 2012

Conference

ConferenceInternational Labor and Employment Relations Association World Congress
CountryUnited States
CityPhiladelphia
Period2/06/125/06/12

Fingerprint

Call centres
Governance
Value chain
Labor
Software
Service delivery
Industry
Business services
Supply chain
Developing countries
Offshoring

Keywords

  • call centres
  • call centre work
  • value chain
  • globalisation

Cite this

Taylor, P. (2012). Governance, labour and the global call centre value chain. Paper presented at International Labor and Employment Relations Association World Congress, Philadelphia, United States.
Taylor, Philip. / Governance, labour and the global call centre value chain. Paper presented at International Labor and Employment Relations Association World Congress, Philadelphia, United States.22 p.
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Taylor, P 2012, 'Governance, labour and the global call centre value chain' Paper presented at International Labor and Employment Relations Association World Congress, Philadelphia, United States, 2/06/12 - 5/06/12, .

Governance, labour and the global call centre value chain. / Taylor, Philip.

2012. Paper presented at International Labor and Employment Relations Association World Congress, Philadelphia, United States.

Research output: Contribution to conferencePaper

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KW - call centre work

KW - value chain

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M3 - Paper

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Taylor P. Governance, labour and the global call centre value chain. 2012. Paper presented at International Labor and Employment Relations Association World Congress, Philadelphia, United States.