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Re-organising Service Work: Call Centres in Germany and Britain
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Re-organising Service Work: Call Centres in Germany and Britain (2017)Re-organising Service Work: Call Centres …The Disruptive Power of Digital Transformation (2017)The Disruptive Power of Digit…From Internal to Network Labor Markets? Insights on New Promotion Processes from the Call Center Industry (2011)From Internal to Network Labo…Patterns and motivations of successful women pursuing their careers in New Zealand call centres (2010)Patterns and motivations of s…Under Construction: The Continuing Evolution of Job Structures in Call Centers (2008)Under Construction: The Conti…Value‐Based Routing and Preference‐Based Routing in Customer Contact Centers (2007)Value‐Based Routing and Prefe…Multinational Retailers in China: Proliferating ‘McJobs’ or Developing Skills?* (2006)Multinational Retailers in Ch…Nursing on the line: Experiences from England and Quebec (Canada) (2005)Nursing on the line: Experien…A road less travelled (2002)A road less travelledThe Theory of Social and Economic Organization. (1948)Studies in Ethnomethodology. (1968)HRM and the beginnings of organizational change (2003)Does J apan Still Matter? Past Tendencies and Future Opportunities in the Study of J apanese Firms (2014)Mind, Self, and Society (2015)Empowering Leadership and Individual Readiness to Change: the Role of People Dimension and Work Method (2019)The Knowledge-Creating Company (1995)The Knowledge-creating company: How Japanese companies create the dynamics of innovation (1997)Econometric Analysis of Cross Section and Panel Data (2001)Motivation through the design of work: test of a theory (1976)Out of the Crisis (1982)Stochastic Modeling and the Theory of Queues (1989)Case Study Research: Design and Methods (1984)Case Study Research in Education : A Qualitative Approach (1991)Building theories from case study research (2009)Perceived supervisory support and service recovery performance (2016)Case Study Research: Design and Methods (1991)The New Institutionalism in Organizational Analysis. (1993)Los call centers y los nuevos trabajos del siglo XXI (2007)Promotion in call centres: opportunities and determinants (2008)Organizational career growth and high-performance work systems: The roles of job crafting and organizational innovation climate (2023)Labor and Monopoly Capital (1974)The Managed Heart: Commercialization of Human Feeling (1984)The rhetoric of the consumer and customer control in China (2007)One Store, Two Employment Systems: Core, Periphery and Flexibility in China's Retail Sector (2008)‘No Place to Hide’? The Realities of Leadership in UK Supermarkets (2011)The Managed Heart (2012)Contested Terrain: The Transformation of the Workplace in the Twentieth Century (1980)‘An assembly line in the head’: work and employee relations in the call centre (1999)The Managerial State: Power, Politics and Ideology in the Remaking of Social Welfare (2006)Call Centres As Sites of Professional Practice: “Where Old Social Workers Go to Die”? (2010)Beneath the glass ceiling: Explaining gendered role segmentation in call centres (2011)Identity on the line: constructing professional identity in a HR call centre (2011)The Principles of Scientific Management. (1912)Open Innovation: The New Imperative for Creating and Profiting from Technology (2003)Capital: A Critique of Political Economy (2020)
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  • 2002A road less travelled56 cited
  • 2006Multinational Retailers in China: Proliferating ‘McJobs’ or Developing Skills?*47 cited
  • 2008Under Construction: The Continuing Evolution of Job Structures in Call Centers41 cited
  • 2005Nursing on the line: Experiences from England and Quebec (Canada)40 cited
  • 2007Value‐Based Routing and Preference‐Based Routing in Customer Contact Centers28 cited
  • 2010Patterns and motivations of successful women pursuing their careers in New Zealand call centres21 cited
  • 2011From Internal to Network Labor Markets? Insights on New Promotion Processes from the Call Center Industry18 cited
  • 2017The Disruptive Power of Digital Transformation10 cited

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