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Work Organization, Control and the Experience of Work in Call Centres

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References

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Cited by

20073 Critical Management Studies437 cited
2010‘Being yourself ’ in the electronic sweatshop: New forms of normative control302 cited
2003‘Subterranean Worksick Blues’: Humour as Subversion in Two Call Centres283 cited
2010Managerial control and workplace regimes: an introduction212 cited
2003Working conditions, well-being, and job-related attitudes among call centre agents187 cited
2014Service employees and self-verification: The roles of occupational stigma consciousness and core self-evaluations179 cited
2007The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty174 cited
2008The productivity measurement and enhancement system: A meta-analysis.

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161 cited

2010Reducing burnout in call centers through HR practices154 cited

2006Links between service climate, employee commitment and employees' service quality capability152 cited

2013From Employment Relations to Consumption Relations: Balancing Labor Governance in Global Supply Chains148 cited

2005The (mis)representation of customer service148 cited

2008Call centres: A decade of research142 cited

2005Getting on or getting by?139 cited

2015Monitoring what and how: psychological implications of electronic performance monitoring138 cited

2013Context matters: examining ‘soft’ and ‘hard’ approaches to employee engagement in two workplaces135 cited