Knowledge creation, call centres and gender: A critical perspective

Durbin, Susan

Abstract

This chapter analyses the design of call centres and the implications of this from a business and gender perspective. It is based upon research in two UK call centres developed by two leading financial services organisations, referred to throughout as Bankco and Finco. The chapter draws upon Nonaka’s (1994) and Nonaka et al’s (1995, 2001, 2006, 2007) knowledge creating (SECI) model to understand, on a step-by-step basis, who was involved in the call centre development process and how this is gendered. The resultant organisational design is considered in terms of both business outcomes and how this has negatively impacted upon the predominantly female workforce.

• Publication Date: Jan 1, 2011
• Peer Reviewed: Peer Reviewed
• Pages: 241-260
• Book Title: Brain Drain or Brain Gain: Changes of work in knowledge-based societies
• ISBN: 9783894049447
• Keywords: knowledge creation, call centres, gender
• Public URL: https://uwe-repository.worktribe.com/output/968095