A Unique Working Environment
Health, Sickness and Absence Management in UK Call Centres
Dados Bibliográficos
| ID | 2372912 |
|---|---|
| Autores | Phil Taylor (0000-0001-8842-5350, University of Stirling), Chris Baldry (University of Stirling), Peter Bain (University of Strathclyde), Vaughan Ellis (0000-0003-1696-5328, University of Stirling) |
| Ano | 2003 |
| Volume | 17 |
| Fascículo | 3 |
| Páginas | 435-458 |
| Data de publicação | 2003-09-01 |
| Peer Reviewed | Sim |
| Open Access | Sim |
| Tipo | ARTICLE |
| Periódico | Work Employment and Society (JOURNAL) |
| Identificadores do periódico | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Editora | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/09500170030173002 |
| OpenAlex | W1973029449 |
| Idioma | EN |
| Citações recebidas | 24 |
| Referências citadas | 19 |
This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed
Action (physics · Business · Call to action · Computer security · Economics · Management · Occupational safety and health · Political science · Principal (computer security · Public relations · Remedial education · Work (physics · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Law · Psychology · Industrial Relations · Marketing
Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms
‘The petri dish and Russian roulette’
Guardians of Workers' Bodies? Trade Unions and the History of Occupational Health and Safety
Operational Communication
Understanding the Post‐Industrial Assembly Line
Reflections on the call centre — a reply to Glucksmann
The construction of control
We are nurses, we are supposed to care for people’
Get paid, get out’
You don't know what you've got till it's gone
New Technology, Work and Employment in the era of Covid‐19
The nuanced nature of work quality
Neither presencing nor absencing
An explanation of cross-national variation in call centre job quality using institutional theory
Forgetting and remembering alienation theory
Les dimensions cachées du travail en open space
Living for the weekend
Stressed out of my box
Doing things right', or 'doing the right things'? Call centre migrations and dimensions of knowledge
The contemporary British workplace
Getting on or getting by
India calling to the far away towns
Efficiency, Productivity and Targets
The Good, the Bad, and the Ordinary
Work Relationships in Telephone Call Centres
Edwards Revisited
'Fun and surveillance'
On the Front Line
‘An assembly line in the head’
Women, social skill and interactive service work in telephone call centres
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Sick and Tired? Working in the Modern Office
Privatisation and Local Trade Unionism
Work Organization, Control and the Experience of Work in Call Centres
| Obras citantes distintas | 24 |
|---|---|
| Citações por ano | 1,14 |
| Intervalo de citações | 2005 - 2021 (17) |
| Velocidade de citação | historical |
| Altamente citado | Não |
| Tipos de citação | Neutras: 24 |