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

Keywords

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

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  • 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.