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Reorganising the front line: the case of public call centre services
16 references·1 citing·33 second hop
Reorganising the front line: the case of public call centre services (2008)Reorganising the front line: the case of …The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces (2009)The Effects of National Insti…Temporary Work in Coordinated Market Economies: Evidence from Front-Line Service Workplaces (2009)Temporary Work in Coordinated…Varieties and variations of public-service: liberalisation and privatisation in Europe (2007)Varieties and variations of p…Transnational Governance (2006)Transnational GovernanceThe iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)The iron cage revisited insti…Public Management Reform: A Comparative Analysis (2004)Public Management Reform: A C…Public Management Reform (2004)Public Management ReformSkill formation in call centres (2002)Skill formation in call centr…Human Resource Management in Service Work (2001)Human Resource Management in …Constructing Organizations: The Example of Public Sector Reform (2000)Constructing Organizations: T…The New Public Management Approach and Crisis States (1999)The New Public Management App…The “new public management” in the 1980s: Variations on a theme (1995)The “new public management” i…Public Services and Market Mechanisms (1995)Public Services and Market Me…Will Public Management Drive out Public Administration? (1994)Will Public Management Drive …A PUBLIC MANAGEMENT FOR ALL SEASONS? (1991)A PUBLIC MANAGEMENT FOR ALL S…Bureaucracy and Representative Government (1971)Bureaucracy and Representativ…Global or embedded service work? the (limited) transnationalisation of the call-centre industry (2009)Global or embedded service wo…Social Choice and Individual Values. (1951)Organizational Learning (1988)The Management of Innovation (1994)The New Governance: Governing without Government (1996)Governance as theory: five propositions (1998)The Social System (1951)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)Transaction-Cost Economics: The Governance of Contractual Relations (1979)A Natural-Resource-Based View of the Firm (1995)Managing Legitimacy: Strategic and Institutional Approaches (1995)Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of Who and What Really Counts (1997)Political Parties and Macroeconomic Policy (1977)Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector (1995)An institutional perspective on performance measurement and management in the ‘new public sector’ (2000)Modes of Network Governance: Structure, Management, and Effectiveness (2007)Varieties of Participation in Public Services: The Who, When, and What of Coproduction (2017)The Social Construction of Reality: A Treatise in the Sociology of Knowledge. (1967)Distinction: A Social Critique of the Judgement of Taste. (1985)Theorizing the Micro-politics of Resistance: New Public Management and Managerial Identities in the UK Public Services (2005)The Rationalization of Charity: The Influences of Professionalism in the Nonprofit Sector (2009)World Society, Institutional Theories, and the Actor (2010)New Public Management Is Dead--Long Live Digital-Era Governance (2005)The New Public Governance? 1 (2006)Understanding Governance: Ten Years On (2007)Communities of Coping: Collective Emotional Labour in Service Work (2003)Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart (2003)The Oxford Handbook of Human Resource Management (2008)The New Institutionalism: Organizational Factors in Political Life (1983)Tackling Grand Challenges Pragmatically: Robust Action Revisited (2015)What Is Governance? (2013)From New Public Management to Public Value: Paradigmatic Change and Managerial Implications (2007)Knowledge, Higher Education, and the New Managerialism (2007)The Legitimacy of Social Entrepreneurship: Reflexive Isomorphism in a Pre–Paradigmatic Field (2010)
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References

  • 2004The iron cage revisited institutional isomorphism and collective rationality in organizational fields25,866 cited
  • 1991A PUBLIC MANAGEMENT FOR ALL SEASONS?10,904 cited
  • 1971Bureaucracy and Representative Government5,203 cited
  • 2004Public Management Reform4,636 cited
  • 1995The “new public management” in the 1980s: Variations on a theme4,031 cited
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  • 2000Constructing Organizations: The Example of Public Sector Reform836 cited
  • 1995Public Services and Market Mechanisms771 cited
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  • 2009The Effects of National Institutions and Collective Bargaining Arrangements on Job Quality in Front-Line Service Workplaces86 cited
  • 1994Will Public Management Drive out Public Administration?70 cited
  • 2009Temporary Work in Coordinated Market Economies: Evidence from Front-Line Service Workplaces37 cited
  • 2002Skill formation in call centres12 cited
  • 2007

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Varieties and variations of public-service: liberalisation and privatisation in Europe
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  • 2009Global or embedded service work? the (limited) transnationalisation of the call-centre industry8 cited