Stepping Up, Stepping Back
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Trade Unions, Workers' Rights and the Frontier of Control in UK Call Centres Philip Taylor University of Stirling Peter Bain University of Strathclyde
Trade Unions, Workers' Rights and the Frontier of Control in UK Call Centres Philip Taylor University of Stirling Peter Bain University of Strathclyde In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of `front line' work. Drawing upon employee survey and interview data from six UK ®nancial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial `frontiers of control' require to be combated by new union bargaining agendas which seek to address employees' concerns at the point of production. Keywords: call centres, control, ®nance sector, resistance, trade unions Introduction Employment in call centres in the European Union is projected to grow to 1.8 million by 2002 with over half a million, 2.3 percent of the working population, expected to be employed in UK call centres alone (Datamonitor, 1998). While the pattern across Europe is of combined and uneven development, with considerable variance in national and regional growth rates, the overall picture is of rapid expansion. As a consequence, it is no longer possible to regard call centres as economically marginal or ephemeral. Nor is there evidence to support the conjecture that the rise of the Internet Economic and Industrial Democracy & 2001 (SAGE, London, Thousand Oaks and New Delhi), Vol. 22: 39±66. [0143±831X(200102)22:1;39±66;015740] 40 Economic and Industrial Democracy 22(1) will displace the call centre (Datamonitor, 1999) as the integration of operations leads to the emergence of customer contact centres. -
Research Report 7/2013
Research Report 7/2013 Minimum wages and their role in the process and incentives to bargain John Buchanan, Tanya Bretherton, Betty Frino, Michelle Jakubauskas, Johanna Schutz, Garima Verma, Serena Yu Workplace Research Centre, University of Sydney Business School December 2013 The contents of this paper are the responsibility of the author and the research has been conducted without the involvement of members of the Fair Work Commission. ISBN 978-0-9874935-5-2 © Commonwealth of Australia 2013 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, all other rights are reserved. Requests and inquiries concerning reproduction and rights should be addressed to: Diana Lloyd, Manager, Media and Communications GPO Box 1994 Melbourne VIC 3001 Phone: 03 8661 7680 Email: [email protected] All research undertaken by or commissioned by the Fair Work Commission for the Annual Wage Review 2013–2014 has been agreed by the Research Group. The Research Group comprises a Chair from the Workplace and Economic Research Section, Tribunal Services Branch of the Fair Work Commission, and representatives nominated by: Australian Chamber of Commerce and Industry (ACCI); Australian Industry Group (Ai Group); Australian Council of Social Service (ACOSS); Australian Council of Trade Unions (ACTU); Australian Government; and state and territory governments. This paper is the work of John Buchanan, Tanya Bretherton, Betty Frino, Michelle Jakubauskas, Johanna Schutz, Garima Verma and Serena Yu of the Workplace Research Centre, University of Sydney, Business School. A draft of this paper was workshopped with the Research Group prior to finalisation. The authors would also like to thank the Research Group for its comments. -
The Community College Mission: History and Theory, 1930-2000
THE COMMUNITY COLLEGE MISSION: HISTORY AND THEORY, 1930-2000 Item Type text; Electronic Dissertation Authors Meier, Kenneth Mitchell Publisher The University of Arizona. Rights Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author. Download date 02/10/2021 03:49:52 Link to Item http://hdl.handle.net/10150/194041 THE COMMUNITY COLLEGE MISSION: HISTORY AND THEORY, 1930-2000 by Kenneth M. Meier _____________________ Copyright © Kenneth M. Meier 2008 A Dissertation Submitted to the Faculty of the CENTER FOR THE STUDY OF HIGHER EDUCATION In Partial Fulfillment of the Requirements For the Degree of DOCTOR OF PHILOSOPHY In the Graduate College THE UNIVERSITY OF ARIZONA 2008 2 THE UNIVERSITY OF ARIZONA GRADUATE COLLEGE As members of the Dissertation Committee, we certify that we have read the dissertation prepared by Kenneth M. Meier entitled The Community College Mission: History and Theory, 1930-2000, and recommend that it be accepted as fulfilling the dissertation requirement for the Degree of Doctor of Philosophy. ___________________________________________________________________________Date: November 12, 2008 Gary Rhoades, Ph.D. ___________________________________________________________________________ Date: November 12, 2008 John S. Levin, Ph.D. ___________________________________________________________________________Date: November 12, 2008 Jenny Lee, Ph.D. ___________________________________________________________________________ Date: November 12, 2008 Regina Deil-Amen, Ph.D. Final approval and acceptance of this dissertation is contingent upon the candidate’s submission of the final copies of the dissertation to the Graduate College. I hereby certify that I have read this dissertation prepared under my direction and recommend that it be accepted as fulfilling the dissertation requirement. -
Precarious Labour in the Field of Art
01 Issue # 16/13 Freely distributed, non - commercial, digital publication PRECARIOUS LABOUR IN THE FIELD OF ART Freee, Revolution is Sublime, Billboard Poster, Peckham Space, London, 2009. CONTENTS 02 Introduction Zoran Eric´, Stevan Vukovic´ 41 Freee art collective When Work Is More than Wages 05 Andrew Ross The New Geography of Work: Power to the 46 Pascal Gielen The Art Scene. A Clever Working Model Precarious? for Economic Exploitation? 13 Anthony Davies Take Me I'm Yours: Neoliberalising 51 Marc James Léger For the De-incapacitation of the Cultural Institution Community Art Practice 19 Adrienne Goehler Basic Income Grant – The Cultural 58 Angela McRobbie "Everyone is Creative": Artists as Impulse Needed Now! New Economy Pioneers? 22 Carrotworkers' Collective On Free Labour 26 Rosalind Gill and Andy Pratt Precarity and Cultural Work In the Social Factory? Immaterial Labour, Precariousness and Cultural Work 02 Issue # 16/13 PRECARIOUS LABOUR IN THE FIELD OF ART Zoran Eric´, Stevan Vukovic´ The general shift from manufacturing to services as a source of employment has effected also the field of visual art, changing the labour market for curators. Their position in the division of labour has become closer to the one of artists, in the sense becoming much more unstable, short term, flexible, and exploited. An important aspect of the new working conditions is the demand for physical and mental mobility. This is affecting both the curators with "steady" jobs whose working places and working hours are becoming fluid, and even more so the freelance curators who offer their services to a free (art) labour market.