Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management

16 Pages Posted: 24 Feb 2003

See all articles by Peter Bain

Peter Bain

University of Strathclyde

Aileen Watson

University of Strathclyde

Gareth Mulvey

University of Strathclyde

Phil Taylor

University of Stirling - Department of Management and Organization

Gregor Gall

University of Stirling - Department of Management and Organization

Abstract

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.

Suggested Citation

Bain, Peter and Watson, Aileen and Mulvey, Gareth and Taylor, Phil and Gall, Gregor, Taylorism, Targets and the Pursuit of Quantity and Quality by Call Centre Management. Available at SSRN: https://ssrn.com/abstract=371416

Peter Bain (Contact Author)

University of Strathclyde ( email )

16 Richmond Street
Glasgow 1XQ, Scotland G1 1XQ
United Kingdom
(44) (0)141-548 3556 (Phone)
(44) (0)141-552 3581 (Fax)

Aileen Watson

University of Strathclyde

16 Richmond Street
Glasgow 1XQ, Scotland G1 1XQ
United Kingdom

Gareth Mulvey

University of Strathclyde

16 Richmond Street
Glasgow 1XQ, Scotland G1 1XQ
United Kingdom

Phil Taylor

University of Stirling - Department of Management and Organization ( email )

Stirling, Scotland FK9 4LA
United Kingdom
+44 1786 467329 (Phone)
+44 1786 467312 (Fax)

Gregor Gall

University of Stirling - Department of Management and Organization ( email )

Stirling, Scotland FK9 4LA
United Kingdom
(01786) 467315 (Phone)
(01786) 467329 (Fax)

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