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 the existing 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.
| Original language | English |
|---|---|
| Pages (from-to) | 284–293 |
| Journal | Sociology Compass |
| Volume | 10 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 4 Apr 2016 |