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Trusting technical change in call centres

Trusting technical change in call centres
Trusting technical change in call centres
Technical change is an on-going organizational challenge in call centres. While new technologies continually promise enhanced performance, not least by extending managerial control, the implementation of these technologies is an emergent process that requires effort by workers to establish new routines that embed innovations into everyday work. This article considers the role that trust may play in this process. Drawing on a theoretical framework which conceptualizes trust as an organizing principle of organizational activity, and placing this in a wider context where trust may be understood as an element of normative control in the workplace, the role of trust in technical innovation in three healthcare call centres is explored. The research reveals heterogeneous trusting relations between managers, staff and technical systems shaping the process of change and suggests that whilst managerialist efforts to generate trust maybe one element of this, the operation of trust at work is more complex.
call centres, control, trust
0950-0170
808-824
Prichard, J.
64ba5e39-0b0f-4529-877f-aa6ecc7e7e2e
Turnbull, J.
cd1f8462-d698-4a90-af82-46c39536694b
Halford, S.
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Pope, C.
21ae1290-0838-4245-adcf-6f901a0d4607
Prichard, J.
64ba5e39-0b0f-4529-877f-aa6ecc7e7e2e
Turnbull, J.
cd1f8462-d698-4a90-af82-46c39536694b
Halford, S.
0d0fe4d6-3c4b-4887-84bb-738cf3249d46
Pope, C.
21ae1290-0838-4245-adcf-6f901a0d4607

Prichard, J., Turnbull, J., Halford, S. and Pope, C. (2014) Trusting technical change in call centres. Work, Employment and Society, 28 (5), 808-824. (doi:10.1177/0950017013510763).

Record type: Article

Abstract

Technical change is an on-going organizational challenge in call centres. While new technologies continually promise enhanced performance, not least by extending managerial control, the implementation of these technologies is an emergent process that requires effort by workers to establish new routines that embed innovations into everyday work. This article considers the role that trust may play in this process. Drawing on a theoretical framework which conceptualizes trust as an organizing principle of organizational activity, and placing this in a wider context where trust may be understood as an element of normative control in the workplace, the role of trust in technical innovation in three healthcare call centres is explored. The research reveals heterogeneous trusting relations between managers, staff and technical systems shaping the process of change and suggests that whilst managerialist efforts to generate trust maybe one element of this, the operation of trust at work is more complex.

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Accepted/In Press date: August 2013
e-pub ahead of print date: 3 June 2014
Published date: 3 June 2014
Keywords: call centres, control, trust
Organisations: Faculty of Health Sciences, Social Sciences

Identifiers

Local EPrints ID: 366227
URI: http://eprints.soton.ac.uk/id/eprint/366227
ISSN: 0950-0170
PURE UUID: e467ce14-ccfa-4bdf-af13-142ac5427445
ORCID for J. Prichard: ORCID iD orcid.org/0000-0001-7455-2244
ORCID for J. Turnbull: ORCID iD orcid.org/0000-0002-5006-4438
ORCID for C. Pope: ORCID iD orcid.org/0000-0002-8935-6702

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Date deposited: 27 Jun 2014 13:26
Last modified: 13 Nov 2021 02:42

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Contributors

Author: J. Prichard ORCID iD
Author: J. Turnbull ORCID iD
Author: S. Halford
Author: C. Pope ORCID iD

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