Show simple item record

dc.contributor.authorDay, Annabelen_NZ
dc.identifier.citationDay, A. (2002). A study of call centres and call centre work in Dunedin (Thesis). Retrieved from
dc.description.abstractLittle research has been done in New Zealand on call centres and call centre work. This research investigated two call centres in Dunedin with the objective to discover what the work environment is like, the socio-demographics of the workers, the job characteristics and how the employees experienced these job characteristics. Four research questions were based on these factors. Research on call centres has revealed that they are typically environments of high pressure, control and stress therefore the research also set out to discover whether call centres in Dunedin were similar or different to these descriptions. In order to meet the research questions, interviews with team leaders and a call centre manager were conducted as well as questionnaires being sent to call centre workers. The results indicated that there were some similarities between the call centres and the descriptions of call centres in the literature, these were mainly positive. The call centre workers do not experience the same stress levels as indicated in the literature.en_NZ
dc.subjectNew Zealanden_NZ
dc.subjectcall centresen_NZ
dc.subjectwork environmenten_NZ
dc.subjectstress levelsen_NZ
dc.subject.lcshT Technology (General)en_NZ
dc.subject.lcshHF Commerceen_NZ
dc.subject.lcshHF5601 Accountingen_NZ
dc.subject.lcshLC5201 Education extension. Adult education. Continuing educationen_NZ
dc.subject.lcshHD28 Management. Industrial Managementen_NZ
dc.subject.lcshH Social Sciences (General)en_NZ
dc.subject.lcshHD Industries. Land use. Laboren_NZ
dc.subject.lcshHD28 Management. Industrial Managementen_NZ
dc.subject.lcshHD61 Risk Managementen_NZ
dc.subject.lcshL Education (General)en_NZ
dc.titleA study of call centres and call centre work in Dunedinen_NZ
otago.schoolManagementen_NZ of Otagoen_NZ Thesesen_NZ
otago.openaccessAbstract Only
dc.description.referencesAlferoff, C., & Knights, D. (2001). We're all partying here: target and games, or targets as game sin call centre management. Working paper, School of Management, University of Keele. APCCN. (2000, 14 February). Large scale call centre report released. Asia Pacific Call Centre News. Baldry, C., Bain, P., & Taylor, P. (1998). Bright satanic offices: intensification, control and team Taylorism., Workplaces of the Future (pp. 163-183). London: MacMillan Press Ltd. Ball, B. (1997). Career management competencies - the individual perspective. Career Development International., 2(2), 70-74. Belt, V., Richardson, R., & Webster, J. (1999). Smiling down the telephone: women's work in telephone call centres. London: London School of Economics. Betts, A., Meadows, M., & Walley, P. (2000). Call centre capacity management. International Journal of Service Industry Management., 11(2), 185-196. Breathnach, P. (2000). Globalisation, information technology and the emergence of niche transitional cities: the growth of the call centre sector in Dublin. Geoforum, 31(4), 477-485. Bristow, G., Munday, M., & Gripaios, P. (2000). Call centre growth and location: corporate strategy and the spatial division of labour. Environment and Planning A, 32(3), 519-538. Crome, M. (1998). Call centres: battery farming or free range? Industrial and Commercial Training, 30(4), 137-141. Datamonitor. (1998). Call centres in Europe. London: Datamonitor. Fernie, S., & Metcalfe, D. (1998, Spring). Hanging on the telephone. Centerpiece., 3. Frenkel, S., Tam, M., Korczynski, M., & Shire, K. (1998). Beyond bureaucracy? Work and organization in call centres. The International Journal of Human Resource Management, 9(6), 957-979. Grant, N. (1999). Clicking into call centres. Management, 46(8), 43-49. Greenwood, D. (2000). Boom time for call centre industry. Computerworld, pp. 10. Greenwood, D. (2001). Unions extend hand to call centre 'sweatshops.' Computerworld., PP. 3. Houlihan, M. (2000). Eyes wide shut? Querying the depth of call centre learning. Journal of European Industrial Journal, 24(2/3/4), 228-240. Houlihan, M. (2001). Managing to manage? Stories from the call centre floor. Journal of European Industrial Training., 25(2/3/4), 208-220. Hussey, J., & Hussey, R. (1997). Business Research: A Practical Guide for Undergraduate and Postgraduate Students. New York: Palgrave. Huws, U., Jagger, N., & O'Regan, S. (1999). Teleworking and globalisation. (358). Brighton: Institute for Employment Studies. Jankowicz, A. D. (2000). Business Research Projects. (3rd ed.). London: Thompson Learning. Kervin, J. B. (1992). Methods for Business Research. New York.: HarperCollins. Kinnie, N., Hutchinson, S., & Purcell, J. (2000). 'Fun and surveillance': the paradox of high commitment management in call centres. The International Journal of Human Resource Management, 11(5), 967-985. Knights, D., & McCabe, D. (1998). What happens when the phone goes wild? Staff, stress, and spaces for escape in a BPR telephone banking work regime. Journal of Management Studies., 35(2), 163-193. Lamer, W. (2001). Governing globalisation: the New Zealand call centre attraction initiative. Environment and Planning A, 33, 297-312. Marglin, S. (1976). What do bosses do? In A. Gorz (Ed.), The Division of Labour. Brighton: Harvester. Marshall, J., & Richardson, R. (1996). The impact of 'telemediated' services on corporate structures: the example of 'branchless' retail banking in Britain. Environment and Planning A, 28, 1843-1858. McKinlay, & Taylor, P. (1997). Foucault and the politics of production. In A. McKinlay, & Starkey, K. (Ed.), Foucault, Management and Organisation. London: Sage. Middleton, J. (2001, 02 August). High staff turnover in cal centre industry. The New Zealand Herald., pp. 3. Patton, M. Q. (1990). Qualitative Evaluation and Research Methods. London.: Sage. Perhice, R. (1996). Methodological issues in unemployment research: quantitative and or qualitative approaches. Journal of Occupational and Organizational Psychology., 69, 339-349. Richardson, R. (1994). Back-officing front office functions - organisational and locational implications of new telemediated services. In R. Mansell (Ed.), The Management of Information and Communication Technologies. (pp. 309-335). London: ASLIB. Richardson, R., & Marshall, J. (1999). Teleservices, call centres and urban and regional development. The Service Industries Journal, 19(1). Rodwell, T. (2001, 14 May). Call centre workers slam 'stressful' industry. Computerworld, pp. 10. Saunders, M., Lewis, P., & Thornhill, A. (2001). Research Methods For Business Students. Harlow.: Prentice Hall. Sekaran, U. (2000). Research Methods for Business: A Skill Building Approach (3rd. ed.). New York.: John Wiley and Sons. Seligman, M. (2000). Fertile frelds for managers. Management, 47(8), 58-61. Sturdy, A. (1998). Customer care in a consumer society: smiling and sometimes meaning it? Organisation, 5(1), 27-53. Taylor, P., & Bain, P. (1999). An assembly line in the head: work an employee relations in the call centre. Industrial Relations Journal, 30(2), 101-117. Taylor, P., & Bain, P. (2000). Entrapped by the 'electronic panopticon'? Worker resistance in the call centre. New Technology, Work and Employment, 15(1), 2-18. Taylor, P., & Bain, P. (2001). Trade unions, workers rights and the frontier of control in UK call centres. Economic and Industrial Democracy, 22, 39. Thompson, P., & McHugh, D. (1995). Work Organisations: A Critical Introduction. (2nd ed.). London: Macmillan Business Press. Tucker, M. L., Powell, K. S., & Meyer, G. D. (1995). Qualitative Research in Business Communication: A Review Analysis. The Journal of Business Communication., 32(4), 383-399. Van Maanen, J. (1983). Qualitative Methodology. Newbury Park.: Sage. Wallace, C., Eagleson, G., & Waldersee, R. (2000). The sacrificial HR strategy in call centres. International Journal Service Industry Management., 11(2), 174-184. Weston, S. (2001, May). Are you receiving me? NZ Business, 32-36. Yousef, R. (2001). Managing customer relationships. Management, 48(8), 39-45.en_NZ
 Find in your library

Files in this item


There are no files associated with this item.

This item is not available in full-text via OUR Archive.

If you would like to read this item, please apply for an inter-library loan from the University of Otago via your local library.

If you are the author of this item, please contact us if you wish to discuss making the full text publicly available.

This item appears in the following Collection(s)

Show simple item record