Call centre workers unite! changing forms of organisation and representation in the Portuguese and British Digital Economy

Bibliographic Data

ID21189795
AuthorsIsabel Roque (0000-0001-8581-5177, corresponding author), Isabel Roque Isabel Roque
Year2018
Volume12
Issue2
Publication date2018-01-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueWork Organisation Labour & Globalisation (JOURNAL)
Journal identifiersISSN: 1745-641X • E-ISSN: 1745-6428
PublisherPluto Journals (PUBLISHER • GB)
DOI10.13169/workorgalaboglob.12.2.0079
OpenAlexW2907335181
LanguageEN
Citations received5
References cited29

In the 21st century the introduction of digital technologies has been accompanied by a rise in precarious, cheap and vulnerable work. Call centres represent a part of the service sector that exemplifies many aspects of technological innovation, being one of the fastest developing forms of digitalised work. This article draws on 30 semi-structured interviews conducted between 2014 and 2017 with former and present Portuguese and British call centre workers, trade union delegates, activists and academics, aiming at analysing the engagement between trade unions and social mobilisation, that is, how workers engage in new forms of organisation in Portuguese and British call centres

Business · Call centre · Digital economy · Economics · Economy · International trade · Political science · Politics · Portuguese · Public relations · Sociology · Trade union · Digital Economy and Work Transformation · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Law