Location matters: The impact of place on call centres

Title: Location matters: The impact of place on call centres
Creator: Paulet, Renee
Date: 2008
Type: Text; Journal article
Identifier: http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/73763
Identifier: vital:7114
Identifier: https://doi.org/10.1177/0022185607087904]
Identifier: ISSN:0022-1856
Abstract: This article explores the economic geography of call centres. It argues that the technology utilized results in geographic flexibility, highlighting the importance of place in relation to call centres. Drawing on economic geography concepts of space, place and the socio-spatial dialectic the article presents the findings from research conducted in three case studies. It was found that factors unique to each place, such as community, job market and history, impact on and shape the call centres’ HRM policies and practices. This article concludes that place is an important aspect in understanding HRM in call centres and advocates for increased consideration to be given to the issue of place in research on work and employment more generally
Relation: Journal of Industrial Relations Vol. 50, no. 2 (2008), p. 305-318
Rights: Copyright author
Rights: Open access
Rights: This metadata is freely available under a CCO license
Subject: Call centres; Geography; HRM; Place; Space
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