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- Publisher
- SAGE
- Copyright
- Copyright © by SAGE Publications
- ISSN
- 0143-831X
- eISSN
- 1461-7099
- DOI
- 10.1177/0143831X04042500
- Publisher site
- See Article on Publisher Site
Abstract
Call centres are evidently an inhospitable environment for teams given a work designbased on individualized, largely routine work regulated heavily by technology andmanagerial scripts. The article explores a number of potential explanations for thisparadox in the context of comparable case studies from the UK and Australia. Thecase studies con.rm that teamworking did not exist in any substantive or traditionalsense within any of the plants. But it is argued that teams can exist in the absenceof teamwork based largely on their normative bene.ts to management and to a muchlesser extent team members. Even allowing for this differentiation, only one of thecompanies had sustained normative objectives and these were only partiallysuccessful. The existing sociotechnical design of call centres is not conducive toteams, but this may not be true of other types of service work.
Journal
Economic and Industrial Democracy: An International Journal – SAGE
Published: May 1, 2004