The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study...

This article concerns the manner in which the European Union Information and Consultation of Employees (ICE) Directive has been implemented in the UK in the harsh corporate conditions of restructuring, redundancy and site closure. Drawing on interview and documentary evidence from six case...