If you are experiencing problems downloading PDF or HTML fulltext, our helpdesk recommend clearing your browser cache and trying again. If you need help in clearing your cache, please click here . Still need help? Email help@ingentaconnect.com

Are You in This Country? How “Local” Social Relations Can Limit the “Globalisation” of Customer Services Supply Chains

$48.00 plus tax (Refund Policy)

Download / Buy Article:



The relocation of thousands of call centre and back office jobs from the UK to subcontractors in India in the early 2000s led to extensive speculation that the “globalisation” and “jobs flight” of service work was underway. Yet as this article illustrates some call centre customer services do not easily transfer to different local, social and cultural contexts. Call centre operations are embedded in local social relations and taken for granted skills that are difficult to reproduce outside of the locality which has produced them. Nevertheless the spatial dispersal of work can be as much a political process as it is an economic one. This article, which follows the journey of 1000 call centre jobs from the UK to India, illuminates how subcontracting service work “offshore” can facilitate a transformation of the employment relation and an escape from a difficult to discipline labour force.

Keywords: flexibilisation and control; local labour markets; off-shore customer services

Document Type: Research Article

DOI: http://dx.doi.org/10.1111/j.1467-8330.2009.00748.x

Affiliations: Department of Sociology, City University London, UK;, Email: A.I.Coyle@city.ac.uk

Publication date: March 1, 2010

Related content



Share Content

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more