Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/11836
Title: Information technology in frontline service work organization
Authors: Tam, MYM 
Keywords: Call centres
Job satisfaction
Work skills
Work stress
Workplace monitoring
Issue Date: 2001
Source: Journal of sociology, 2001, v. 37, no. 2, p. 177-206 How to cite?
Journal: Journal of sociology 
Abstract: While the literature abounds with studies about information technology (IT) and its effects on manufacturing work organization, frontline service work is relatively under-researched. This article addresses this gap by examining a fast-growing frontline service work setting, namely, call centres. The article draws postulates from ethnographic fieldwork and general theories about the relationship between the use of IT, work organization and work attitudes of employees. The effects of the automate, informate and networking capacities of IT on work skills and knowledge, the monitoring of the work process and employee participation were analysed. Determinants of employee satisfaction, stress and work capability were examined through hypothesis-testing. The results indicate that effective technology, reliable co-workers in other departments and supportive immediate supervisors are important factors that contribute to employee job satisfaction, stress and work capability. The article argues that product market conditions affect management policy regarding the provision of services. Management policies together with the structural position of frontline service employees in the corporation shape the way IT affects work organization and employee work attitudes.
URI: http://hdl.handle.net/10397/11836
ISSN: 1440-7833
DOI: 10.1177/144078301128756283
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