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‘We have the values’: customers, control and corporate ideology in call centre operations
16 references·7 citing·29 second hop
‘We have the values’: customers, control and corporate ideology in call centre operations (2004)‘We have the values’: customers, control …The Division of Labour in Society (2023)The Division of Labour in Soc…‘An assembly line in the head’: work and employee relations in the call centre (1999)‘An assembly line in the head…The Discipline of Teams: The Control of Team-Based Industrial Work Through Electronic and Peer Surveillance (1998)The Discipline of Teams: The …Discipline and Punish: The Birth of the Prison. (1996)Discipline and Punish: The Bi…Consumption and Identity at Work (1996)Consumption and Identity at W…Tightening the Iron Cage: Concertive Control in Self-Managing Teams (1993)Tightening the Iron Cage: Con…STRENGTH IS IGNORANCE; SLAVERY IS FREEDOM: MANAGING CULTURE IN MODERN ORGANIZATIONS* (1993)STRENGTH IS IGNORANCE; SLAVER…The Division of Labour in Society (1984)The Division of Labour in Soc…Corporate Cultures: The Rites and Rituals of Corporate Life (1984)Corporate Cultures: The Rites…Case Study Research: Design and Methods (1984)Case Study Research: Design a…In Search of Excellence: Lessons from America's Best-Run Companies. (1983)In Search of Excellence: Less…In search of excellence: Lessons from America's best- run companies (1983)In search of excellence: Less…Corporate cultures: The rites and rituals of corporate life (1983)Corporate cultures: The rites…Contested Terrain: The Transformation of the Workplace in the Twentieth Century (1980)Contested Terrain: The Transf…Discipline and Punish: The Birth of the Prison. (1978)Discipline and Punish: The Bi…Discipline and Punish: The Birth of the Prison (1978)Discipline and Punish: The Bi…Manufacturing Masculinity: Exploring Gender and Workplace Surveillance (2018)Manufacturing Masculinity: Ex…Brands at Work: The Search for Meaning in Mundane Work (2014)Brands at Work: The Search fo…Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work (2013)Engaged or Not? A Comparative…Controlling the uncontrollable: ‘Agile’ teams and illusions of autonomy in creative work (2013)Controlling the uncontrollabl…High commitment management practices re-examined: The case of Indian call centres (2011)High commitment management pr…The interpersonal dynamics of call-centre interactions: co-constructing the rise and fall of emotion (2008)The interpersonal dynamics of…Being Professional (2006)Being ProfessionalAdministrative Behavior: A Study of Decision-Making Processes in Administrative Organization. (1978)The Social Psychology of Organizations. (1979)The Constitution of Society. Outline of the Theory of Structuration (1984)What Makes Teams Work: Group Effectiveness Research from the Shop Floor to the Executive Suite (1997)The Network Structure Of Social Capital (2000)Inequality Regimes (2006)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Social Indicators (2002)Structural Cohesion and Embeddedness: A Hierarchical Concept of Social Groups (2003)Social class, solipsism, and contextualism: How the rich are different from the poor. (2012)Gender and leadership style: A meta-analysis. (1990)Is the Resource-Based "View" a Useful Perspective for Strategic Management Research? (2001)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Notes on the theory of the actor-network: Ordering, strategy, and heterogeneity (1992)Discourse Analysis as Theory and Method (2002)Migrant “Illegality” and Deportability in Everyday Life (2002)Labor Contracts as Partial Gift Exchange (1982)The Duality of Technology: Rethinking the Concept of Technology in Organizations (1992)Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations (2000)Chapter 3 : Identity as an Analytic Lens for Research in Education (2000)Manifesto for a Relational Sociology (1997)Cultural differences in teaching and learning (1986)A framework linking intangible resources and capabiliites to sustainable competitive advantage (1993)Defining Quality (1993)Reconceptualizing the Determinants of Risk Behavior (1992)Hofstede's model of national cultural differences and their consequences: A triumph of faith - a failure of analysis (2002)Review : A Review of Culture in Information Systems Research: Toward a Theory of Information Technology Culture Conflict1 (2006)
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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1978Discipline and Punish: The Birth of the Prison19,439 cited
  • 1978Discipline and Punish: The Birth of the Prison.19,201 cited
  • 1996Discipline and Punish: The Birth of the Prison.15,361 cited
  • 1983In search of excellence: Lessons from America's best- run companies4,442 cited
  • 1984The Division of Labour in Society4,010 cited
  • 1983In Search of Excellence: Lessons from America's Best-Run Companies.3,107 cited
  • 1983Corporate cultures: The rites and rituals of corporate life2,954 cited
  • 1993Tightening the Iron Cage: Concertive Control in Self-Managing Teams2,250 cited
  • 1980Contested Terrain: The Transformation of the Workplace in the Twentieth Century1,852 cited
  • 1993STRENGTH IS IGNORANCE; SLAVERY IS FREEDOM: MANAGING CULTURE IN MODERN ORGANIZATIONS*1,321 cited
  • 2023The Division of Labour in Society1,244 cited
  • 1996Consumption and Identity at Work1,235 cited
  • 1999‘An assembly line in the head’: work and employee relations in the call centre808 cited
  • 1998The Discipline of Teams: The Control of Team-Based Industrial Work Through Electronic and Peer Surveillance794 cited

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  • 1984Corporate Cultures: The Rites and Rituals of Corporate Life594 cited
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    • 2013Controlling the uncontrollable: ‘Agile’ teams and illusions of autonomy in creative work180 cited
    • 2006Being Professional63 cited
    • 2011High commitment management practices re-examined: The case of Indian call centres56 cited
    • 2014Brands at Work: The Search for Meaning in Mundane Work56 cited
    • 2008The interpersonal dynamics of call-centre interactions: co-constructing the rise and fall of emotion47 cited
    • 2013Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work25 cited
    • 2018Manufacturing Masculinity: Exploring Gender and Workplace Surveillance21 cited