Abstract
| Language | English |
|---|---|
| Pages | 107-122 |
| Number of pages | 15 |
| Journal | New Technology, Work and Employment |
| Volume | 21 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 6 Jul 2006 |
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Keywords
- british gas
- call centres
- employee attitudes
- working life
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'You don't know what you've got till it's gone' : re-contextualising the origins, development and impact of the call centre. / Ellis, Vaughan; Taylor, Phil.
In: New Technology, Work and Employment, Vol. 21, No. 2, 06.07.2006, p. 107-122.Research output: Contribution to journal › Article
TY - JOUR
T1 - 'You don't know what you've got till it's gone'
T2 - New Technology, Work and Employment
AU - Ellis, Vaughan
AU - Taylor, Phil
PY - 2006/7/6
Y1 - 2006/7/6
N2 - This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation. Using documentary evidence and oral testimonies, we show how the call centre was pivotal to tightening control over the labour process, to intensifying work and transforming the experience of work.
AB - This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation. Using documentary evidence and oral testimonies, we show how the call centre was pivotal to tightening control over the labour process, to intensifying work and transforming the experience of work.
KW - british gas
KW - call centres
KW - employee attitudes
KW - working life
U2 - 10.1111/j.1468-005X.2006.00167.x
DO - 10.1111/j.1468-005X.2006.00167.x
M3 - Article
VL - 21
SP - 107
EP - 122
JO - New Technology, Work and Employment
JF - New Technology, Work and Employment
SN - 0268-1072
IS - 2
ER -