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    Call centres and the quality of work life: towards a research agenda

    Access Status
    Fulltext not available
    Authors
    Hannif, Z.
    Burgess, John
    Connell, Julia
    Date
    2008
    Type
    Journal Article
    
    Metadata
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    Citation
    Hannif, Z. and Burgess, J. and Connell, J. 2008. Call centres and the quality of work life: towards a research agenda. Journal of Industrial Relations. 50 (2): pp. 271-284.
    Source Title
    Journal of Industrial Relations
    DOI
    10.1177/0022185607087902
    ISSN
    00221856
    URI
    http://hdl.handle.net/20.500.11937/5378
    Collection
    • Curtin Research Publications
    Abstract

    Concerns about job quality have become more widespread, crossing all industries and occupations. The call centre sector in particular has risen to the forefront of discussions about job quality because of the rapid growth and development of these new forms of work organization over the past two decades. However, despite there being an extensive quality of work life literature, and emerging research on call centre job quality, there is yet to be a study that systematically links the quality of work with employment in the call centre context. This article outlines current debates, highlighting the importance of bringing together and marrying these two branches of research. A qualitative research agenda constituting case study analysis of two call centres is introduced. A framework grounded in a job characteristics approach, comprising 10 key job-quality elements is also proposed as a means of examining the quality of work life in this context.

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