Understanding the Post‐Industrial Assembly Line: A Critical Appraisal of the Call Centre. Issue 4 (April 2016)

• Record Type: Journal Article
• Authors: Lloyd, Anthony
• Is Part Of: Sociology compass. Volume 10:Issue 4(2016)
• Page Start: 284
• Page End: 293
• Publication Date: 2016-04
• Subjects: Socioology -- Periodicals; 301
• DOI: 10.1111/soc4.12360
• Languages: English
• ISSNs: 1751-9020

Abstract

Abstract: As a relatively new form of service sector employment, call centres have been an important issue in the sociology of work for two decades. This article offers a critical review and appraisal of call centre literature, drawing upon an existing typology classifying call centre research in four categories: characteristics and organisational features; choices and strategies of management; the effect of work on employees; and the response of employees to working conditions. The article also explores recent developments that utilise call centres as a tool to investigate emerging social theories and other sociological concepts.