'Fun and surveillance': the paradox of high commitment management in call centres

By N. Kinnie, S. Hutchinson, J. Purcell. 2000

361 citations recorded by the source corpus.

Subfields: General Health Professions, Public Administration, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/dcc8fdfb18c269b7174d6d1a489a080f2b3a8dbf

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

In Public Administration

In Sociology and Political Science

Citations in the corpus

‘Being yourself ’ in the electronic sweatshop: New forms of normative control (2011, background): “This also resonates with the findings of Kinnie et al. (2000) in their call centre research.”
The impact of structural empowerment on individual well-being and performance: Taking agent preferences, self-efficacy and operational constraints into account (2010, background): “…uncertainty inherent in service interactions, lacking such an investment in careful selection and extensive employee training and development, the allocation of discretion to customer contact employees may ultimately serve only to increase the uncertainty (e.g. Houlihan, 2002; Kinnie et al., 2000).”
Demands or resources? The relationship between HR practices, employee engagement and emotional exhaustion within a hybrid model of employment relations (2016, methodology): “…relations that emerged is much more ad hoc than the hybrid HR systems that have been identified in prior research (Castanheira & Chambel, 2010; Kinnie et al., 2000) where such systems were carefully designed to meet dual objectives, such as the pursuit of control and involvement strategies…”
Linking rewards to commitment: an empirical investigation of four UK call centres (2007, background): “, 2000 ), and promote better identification of their goals with those of the organization, leading to enhanced commitment towards their organization.”
The (mis)representation of customer service (2005, background): “Whilst berating the routinization of service work many writers merely advocate different standardized practices that may, or may not, include some ‘soft’ management touches such as ‘time out’ for stressed workers, teamwork, ‘fun’ and yet more customer service training (Bowen and Lawler, 1992; Kinnie”
High-involvement practices and performance of French firms (2004, background): “Recently, Gelade and Ivery (2003) and Kinnie et al. (2000) demonstrated the positive impact of commitment-based management on employees’ behaviour, assessed by turnover rate and work climate.”
‘India calling to the far away towns’ (2005, background): “Similarly, Kinnie et al. (2000) have contrasted repetitive, tightly-controlled, ‘transactional’ work with ‘relational’ customer interaction where employee discretion and variation predominate.”