The construction of control

The physical environment and the development of resistance and accommodation within call centres

Alison Barnes*

*Corresponding author for this work

Research output: Contribution to journalArticle

27 Citations (Scopus)

Abstract

The paper explores the impact of the physical environment on employee resistance and accommodation. The findings suggest that the physical nature of call centres, whether purpose built or not, can be a focus of employee dissatisfaction and reflect broader, less concrete conflicts. It notes that the advantage of the physical environment as an arena for resistance lies in its tangibility.

Original languageEnglish
Pages (from-to)246-259
Number of pages14
JournalNew Technology, Work and Employment
Volume22
Issue number3
DOIs
Publication statusPublished - Nov 2007
Externally publishedYes

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