Taylorism, targets and the pursuit of quantity and quality by call centre management

被引：121
作者：
Bain, P [1 ]
Watson, A
Mulvey, G
Taylor, P
Gall, G
机构：
[1] Univ Strathclyde, Dept HRM, Glasgow G1 1XQ, Lanark, Scotland
[2] Univ Stirling, Dept Management & Org, Stirling FK9 4LA, Scotland
来源：
NEW TECHNOLOGY WORK AND EMPLOYMENT | 2002年 / 17卷 / 03期
关键词：
D O I：
10.1111/1468-005X.00103
中图分类号：
TB18 [人体工程学];
学科分类号：
1201 ;
摘要：
The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely.
引用
收藏
页码：170 / 185
页数：16
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