Global or embedded service work? the (limited) transnationalisation of the call-centre industry
Bibliographic Data
| ID | 21189658 |
|---|---|
| Authors | Ursula Holtgrewe (0000-0001-8386-0249), Ursula Holtgrewe Ursula Holtgrewe, Jessica Longen, Jessica Longen Jessica Longen, Hannelore Mottweiler, Hannelore Mottweiler Hannelore Mottweiler, Annika Schönauer, Annika Schönauer Annika Schönauer |
| Year | 2009 |
| Volume | 3 |
| Issue | 1 |
| Publication date | 2009-07-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Work Organisation Labour & Globalisation (JOURNAL) |
| Journal identifiers | ISSN: 1745-641X • E-ISSN: 1745-6428 |
| Publisher | Pluto Journals (PUBLISHER • GB) |
| DOI | 10.13169/workorgalaboglob.3.1.0009 |
| OpenAlex | W2756094866 |
| Language | EN |
| Citations received | 3 |
| References cited | 19 |
This paper explores the amount of ‘real’ internationalisation in the call centre industry and looks at its effects on work organisation from two angles. First, we analyse the data from the Global Call Center Industry Project, with regard to the amount of internationalisation and the profiles of call centres serving an international market. Then, these industrywide findings are confronted with a case study of the customer service operation of a US-based electronics multinational. Overall, while global business service providers exist and shape the perception of the industry to a considerable extent, internationalisation is chiefly limited to younger, larger subcontracting companies with standardised work, although national patterns vary. While some services in some segments have certainly been internationalised (for example airline travel reservations and IT helplines), language and cultural proximity continue to matter
Business · Call centre · Industrial organization · International trade · Internationalization · Multinational corporation · Telecommunications · Emotional Labor in Professions · Engineering · Global trade, sustainability, and social impact · Labor Movements and Unions · Finance · Marketing
Translating Organizational Change
Vertical Disintegration and the Disorganization of German Industrial Relations 1
Bringing Work Back In
Varieties of Capitalism
Introduction
Network economy or just a new breed of multinationals? relocation of eWork as a window to the restructuring of value chains
Reorganising the front line
Rhetoric and Myth in Management Fashion
Divergent Capitalisms
The governance of global value chains
Practices of global capital
The Globalization of Service Work
The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces
How Institutions and Business Strategies Affect Wages
Disconnected Capitalism
| Unique citing works | 3 |
|---|---|
| Citations per year | 0,2 |
| Citation span | 2011 - 2014 (4) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 3 |