Call configurations
Varieties of Call Centre and Divisions of Labour
Bibliographic Data
| ID | 2372984 |
|---|---|
| Authors | Miriam Glucksmann (University of Essex, corresponding author), Miriam A Glucksmann (University of Essex) |
| Year | 2004 |
| Volume | 18 |
| Issue | 4 |
| Pages | 795-811 |
| Publication date | 2004-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Work Employment and Society (JOURNAL) |
| Journal identifiers | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0950017004047965 |
| OpenAlex | W2002617880 |
| Language | EN |
| Citations received | 57 |
| References cited | 23 |
Business · Call centre · Call control · Call management · Economics · Labour economics · Political science · Roll call · Sociology · Telecommunications · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Language, Discourse, Communication Strategies · Law · Mathematics
Digital Work, Human Labour, and Development
Fieldwork Overview
Digital Taylorism
Africa’s New Digital Connectivity and Economic Change
Futures of work
Hopes and Realities of the Digital
Resilience, Reworking, and Resistance
Economic Geographies of Digital Work in Africa
The Sociology of Work
Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms
Automating social media content moderation
In spite of everything
Smart City North
Standardising public service
Call centre workers unite! changing forms of organisation and representation in the Portuguese and British Digital Economy
Working at the interface
Flesh in voice
The Fight Against Platform Capitalism
Salg, salg, salg – over hele linja! Mandag hele året? Om mestringsstrategier og arbeidsstiler i salg av forsikringer
Trade Unionism and Social Protest Movements in Portuguese Call Centres
Puzzling Skills
Understanding the Post‐Industrial Assembly Line
Labour geographies of India’s new service economy
Labour Segmentation and Employment Diversity in the Ict Service Sector in Portugal
What matters to the public when they call the police? Insights from a call centre
I Can't Put a Smiley Face On’
Reflections on the call centre — a reply to Glucksmann
Contradictions in Care
Making it P ersonal in a call centre
Voices from higher up the ladder
Language as raw material, scripts as tools and conversations as product
Temporality, space and technology
Indian call centres and business process outsourcing
You don't know what you've got till it's gone
Ideology at work
That type of thing does give you a boost”
It’s all in the mix
Working under intensive surveillance
Unionising’ the new spaces of the new economy? Alternative labour organising in India’s IT Enabled Services–Business Process Outsourcing industry
Ce que le néolibéralisme fait au travail
Managing emergent information systems
The Digital Continent
Call centres and job satisfaction in Italy
Building Cross-Sector Careers in India's New Service Economy? Tracking Former Call Centre Agents in the National Capital Region
O Telemarketing E O Perfil Sócio-Ocupacional Dos Empregados Em Call Centers
Trusting technical change in call centres
Work, employment and society through the lens of moral economy
Identity on the line
Managerial control and workplace regimes
Emotional management in a mass customised call centre
Doing things right', or 'doing the right things'? Call centre migrations and dimensions of knowledge
Knowledge and the discourse of labour process transformation
Grooving to the same tunes
Efficiency, Productivity and Targets
Permanent Pedagogy
Formations, Connections and Divisions of Labour
English and Cantonese in a bilingual call centre in Hong Kong
Good to Talk?
Eating Out
Gender and technology in the making
Explorations in Social Change.
Doing Cultural Studies The Story Of The Sony Walkman
Economies of Signs and Space
Cultural Economy
Gender and Technology in the Making
Changing Places of Work
‘Social integration and System integration’
Consumption and Identity at Work
‘An assembly line in the head’
Women and Work in the Information Age
Why ‘Work’? Gender and the ‘Total Social Organization of Labour’
Women, social skill and interactive service work in telephone call centres
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Consumption and Identity at Work
Work Organization, Control and the Experience of Work in Call Centres
Emotional Labour and Sexual Difference in the Airline Industry
| Unique citing works | 57 |
|---|---|
| Citations per year | 2,85 |
| Citation span | 2006 - 2022 (17) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 57 |