‘An assembly line in the head’: work and employee relations in the call centre

  1. Phil Taylor1,
  2. Peter Bain2

Article first published online: 13 JUN 2003

DOI: 10.1111/1468-2338.00113

Issue

Industrial Relations Journal

Industrial Relations Journal

Volume 30, Issue 2, pages 101–117, June 1999

Additional Information

How to Cite

Taylor, P. and Bain, P. (1999), ‘An assembly line in the head’: work and employee relations in the call centre. Industrial Relations Journal, 30: 101–117. doi: 10.1111/1468-2338.00113

Author Information

  1. 1

    Department of Management and Organisation at the University of Stirling.,

  2. 2

    Department of Human Resource Management at the University of Strathclyde.

Publication History

  1. Issue published online: 13 JUN 2003
  2. Article first published online: 13 JUN 2003

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To date, academic studies of the call centre ‘sector’ remain limited in scope. Here the authors attempt to remedy that omission by analysing the recent and spectacular growth of call centres in the UK, drawing on a wide variety of sources, including two extensive surveys of developments in Scotland during 1997.

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