Title: Control and social relations in a small contact-centre

Authors: Aikaterini Koskina

Addresses: Keele Management School, Keele University, Darwin Building, Keele, ST5 5BG, UK

Abstract: This qualitative study explores the managerial control mechanisms used in a small Greek contact-centre parallel to the role of social relations in obscuring or promoting employee consensus. The research findings are inconsistent in many respects with findings from previous studies on call and contact centres, especially those originating from liberal market economies (LMEs). The study shows how inter-personal conduct may create a paradox that serves both management and employee needs in a conflicting yet complementary way. In particular, it shows how management achieves social cohesion through fraternal strategies by giving CSRs responsible autonomy aiming to secure moderate employee commitment.

Keywords: contact centres; call centres; work organisation; management control; SMEs; small and medium-sized enterprises; Greece; social relations; employee consensus; inter-personal conduct; social cohesion; fraternal strategies; employee commitment.

DOI: 10.1504/IJWI.2012.047975

International Journal of Work Innovation, 2012 Vol.1 No.1, pp.24 - 41

Published online: 17 Sep 2014 *

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