Trusting technical change in call centres
Dados Bibliográficos
| ID | 2373822 |
|---|---|
| Autores | Jane Prichard (0000-0001-7455-2244, University of Southampton), Joanne Turnbull (0000-0002-5006-4438, University of Southampton), Halford (0000-0001-5102-1790, University of Southampton), Susan Halford, Catherine Pope (0000-0002-8935-6702, University of Southampton) |
| Ano | 2014 |
| Volume | 28 |
| Fascículo | 5 |
| Páginas | 808-824 |
| Data de publicação | 2014-10-01 |
| 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 | 10.1177/0950017013510763 |
| OpenAlex | W2113689655 |
| Idioma | EN |
| Citações recebidas | 6 |
| Referências citadas | 44 |
Technical change is an on-going organizational challenge in call centres. While new technologies continually promise enhanced performance, not least by extending managerial control, the implementation of these technologies is an emergent process that requires effort by workers to establish new routines that embed innovations into everyday work. This article considers the role that trust may play in this process. Drawing on a theoretical framework which conceptualizes trust as an organizing principle of organizational activity, and placing this in a wider context where trust may be understood as an element of normative control in the workplace, the role of trust in technical innovation in three healthcare call centres is explored. The research reveals heterogeneous trusting relations between managers, staff and technical systems shaping the process of change and suggests that whilst managerialist efforts to generate trust maybe one element of this, the operation of trust at work is more complex
Business · Context (archaeology · Control (management · Element (criminal law · Knowledge management · Normative · Political science · Process (computing · Process management · Public relations · Sociology · Sociotechnical system · Work (physics · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Law · Management and Organizational Studies
‘The petri dish and Russian roulette’
Understanding the Post‐Industrial Assembly Line
Taking worker productivity to a new level? Electronic Monitoring in homecare—the (re)production of unpaid labour
Identifying Trust Exchange Dynamics and Constituents of Employee Trust within Management Consulting
Multiple Dimensions of Work Intensity
Perforated body work
Why do we trust new technology? A study of initial trust formation with organizational information systems
The Role of Trust in Organizational Settings
Models of Interpersonal Trust Development
Between Trust and Control
Developing and Maintaining Trust in Work Relationships
An Integrative Model of Organizational Trust
The Social construction of technological systems
Engineering Culture
‘An assembly line in the head’
Understanding Institutional-based Trust Building Processes in Inter-organizational Relationships
Trust as a Social Reality
Reflections on the call centre — a reply to Glucksmann
Feeling bad
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Being yourself ’ in the electronic sweatshop
Knowledge, technology and nursing
Nursing on the line
Machines and Mindlessness
Identity on the line
Full of sound and fury, signifying nothing
Doing things right', or 'doing the right things'? Call centre migrations and dimensions of knowledge
Knowledge and the discourse of labour process transformation
India calling to the far away towns
Call configurations
The Social Control of Impersonal Trust
Ain't Misbehavin'? Opportunities for Resistance under New Forms of 'Quality' Management
| Obras citantes distintas | 6 |
|---|---|
| Citações por ano | 0,6 |
| Intervalo de citações | 2016 - 2025 (10) |
| Velocidade de citação | recent |
| Altamente citado | Não |
| Tipos de citação | Neutras: 6 |