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| Titre : | A unique working environment: health, sickness and absence management in UK call centres (2003) |
| Auteurs : | Phil Taylor ; Chris Baldry ; Peter Bain ; Vaughan Ellis |
| Type de document : | Article : texte imprimé |
| Dans : | Work, employment and society (vol. 17, n° 3, September 2003) |
| Article en page(s) : | pp. 435-458 |
| Langues: | Anglais |
| Catégories : |
Thésaurus CEREQ CENTRE D'APPEL ; SANTE AU TRAVAIL ; ORGANISATION DU TRAVAIL ; RELATIONS PROFESSIONNELLES ; ROYAUME UNI |
| Résumé : | This article fills an important gap in our knowledge of call centres by focusing specifically on occupational ill-health. We document the recent emergence of health and safety concerns, assess the responses of employers and the Health and Safety Executive (HSE), critique the existing regulatory framework and present a holistic diagnostic model of occupationally induced ill-health. This model is utilized to investigate quantitative and qualitative data from a case study in the privatized utility sector, where the relative contributions to employee sickness and ill-health from factors relating to ergonomics, the built environment and work organization are evaluated. The principal conclusions are that the distinctive character of call-handling is the major cause of occupational ill-health and that effective remedial action would involve radical job re-design. Finally, the limitations of recent HSE guidance are exposed and industrial relations processes and outcomes analysed. |
| Document Céreq : | Non |
| En ligne : | https://doi.org/10.1177/09500170030173002 |
