Controlling business? Agency and constraint in call centre working
研究指出呼叫中心研究过度关注技术和官僚控制，忽视了商业环境对工作结构和劳动关系的显著影响。
Studies of call centre working have focused almost exclusively on the sophistication of technological and bureaucratic systems of labour control. The commercial context in which firms operate remains relatively under‐researched, despite exerting a significant influence on job structures and the working out of labour relations.