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Emerging Developments in Call Centre Research

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References

1999‘An assembly line in the head’: work and employee relations in the call centre808 cited
2000'Fun and surveillance': the paradox of high commitment management in call centres547 cited
2000Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre546 cited
2002Work Organization, Control and the Experience of Work in Call Centres284 cited
1999Are Career Jobs Headed for Extinction?198 cited
2000Evolving high commitment management and the experience of the RAC call centre127 cited
2002A female ghetto? Women's careers in call centres108 cited
2000Taking Calls to Newcastle: The Regional Implications of the Growth in Call Centres85 cited
1991New developments in the labor market: toward a new institutional paradigm71 cited
2001Saved by the Bell? Call Centres and Economic Development in Less Favoured Regions67 cited
2002Monitoring And Surveillance In Call Centres: Some Responses From Australian Workers62 cited
2002The Talk Shop and Shop Talk: Employment and Work in a Call Centre43 cited
2002The Labour Process and Union Commitment within a Banking Services Call Centre29 cited

Cited by

2008Call Centres and the Quality of Work Life: Towards a Research Agenda40 cited

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2006Developments in the Call Centre Industry33 cited

2011The efficiency and quality dilemma: What drives South African call centre management performance indicators?31 cited

2015Firm size, ownership, training duration and training evaluation practices9 cited

2009Factors Influencing Provision of Enterprise Training: a Study of India's Information Technology (IT) Sector3 cited

2009Factors Influencing Provision of Enterprise Training: a Study of India's Information Technology (IT) Sector2 cited