{"id":"https://openalex.org/W2331643670","doi":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","title":"Reorganising the front line: the case of public call centre services","display_name":"Reorganising the front line: the case of public call centre services","publication_year":2008,"publication_date":"2008-10-01","ids":{"openalex":"https://openalex.org/W2331643670","doi":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","mag":"2331643670"},"language":"en","primary_location":{"id":"doi:10.13169/workorgalaboglob.2.2.0131","doi":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","is_oa":true,"landing_page_url":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","pdf_url":null,"source":{"id":"https://openalex.org/S2764966877","display_name":"Work Organisation Labour & Globalisation","issn_l":"1745-641X","issn":["1745-641X","1745-6428"],"is_oa":false,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311606","host_organization_name":"Pluto Journals","host_organization_lineage":["https://openalex.org/P4310311606"],"host_organization_lineage_names":["Pluto Journals"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Work Organisation, Labour and Globalisation","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5080849170","display_name":"Annika Sch\u00f6nauer","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Annika Sch\u00f6nauer","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5080849170"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.052,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.95699198,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"2","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13911","display_name":"Employment, Labor, and Gender Studies","score":0.4927000105381012,"subfield":{"id":"https://openalex.org/subfields/1410","display_name":"Industrial relations"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13911","display_name":"Employment, Labor, and Gender Studies","score":0.4927000105381012,"subfield":{"id":"https://openalex.org/subfields/1410","display_name":"Industrial relations"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.44510000944137573,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13088","display_name":"Legal and Labor Studies","score":0.016300000250339508,"subfield":{"id":"https://openalex.org/subfields/1410","display_name":"Industrial relations"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/public-sector-restructuring","display_name":"public sector restructuring","score":0.8529999852180481},{"id":"https://openalex.org/keywords/new-public-management","display_name":"New Public Management","score":0.9610000252723694},{"id":"https://openalex.org/keywords/outsourcing","display_name":"outsourcing","score":0.6800000071525574},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7929999828338623},{"id":"https://openalex.org/keywords/job-quality","display_name":"job quality","score":0.9449999928474426},{"id":"https://openalex.org/keywords/public-private-partnerships","display_name":"public-private partnerships","score":0.8960000276565552},{"id":"https://openalex.org/keywords/interest-representation","display_name":"interest representation","score":0.9390000104904175}],"concepts":[{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.9285802841186523},{"id":"https://openalex.org/C45237549","wikidata":"https://www.wikidata.org/wiki/Q1376796","display_name":"Restructuring","level":2,"score":0.8406397104263306},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.7935469150543213},{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.7423536777496338},{"id":"https://openalex.org/C2779941915","wikidata":"https://www.wikidata.org/wiki/Q1256565","display_name":"Front office","level":2,"score":0.6734287142753601},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6096144914627075},{"id":"https://openalex.org/C71750763","wikidata":"https://www.wikidata.org/wiki/Q646164","display_name":"General partnership","level":2,"score":0.5815129280090332},{"id":"https://openalex.org/C121426985","wikidata":"https://www.wikidata.org/wiki/Q591763","display_name":"Private sector","level":2,"score":0.5199978947639465},{"id":"https://openalex.org/C47936135","wikidata":"https://www.wikidata.org/wiki/Q294245","display_name":"New public management","level":3,"score":0.49604734778404236},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4768146872520447},{"id":"https://openalex.org/C2781403576","wikidata":"https://www.wikidata.org/wiki/Q4384456","display_name":"Front line","level":2,"score":0.4518168270587921},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.42994561791419983},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4102063477039337},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3288661241531372},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1926986575126648},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19118857383728027},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.18864884972572327},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1792890429496765},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.13775447010993958},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.1294480264186859},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.10679367184638977},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.13169/workorgalaboglob.2.2.0131","doi":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","is_oa":true,"landing_page_url":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","pdf_url":null,"source":{"id":"https://openalex.org/S2764966877","display_name":"Work Organisation Labour & Globalisation","issn_l":"1745-641X","issn":["1745-641X","1745-6428"],"is_oa":false,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311606","host_organization_name":"Pluto Journals","host_organization_lineage":["https://openalex.org/P4310311606"],"host_organization_lineage_names":["Pluto Journals"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Work Organisation, Labour and Globalisation","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:136d93ce6b9641fc81d54c118943001c","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/136d93ce6b9641fc81d54c118943001c","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Work Organisation, Labour and Globalisation, Vol 2, Iss 2, Pp 131-147 (2008)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.13169/workorgalaboglob.2.2.0131","doi":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","is_oa":true,"landing_page_url":"https://doi.org/10.13169/workorgalaboglob.2.2.0131","pdf_url":null,"source":{"id":"https://openalex.org/S2764966877","display_name":"Work Organisation Labour & Globalisation","issn_l":"1745-641X","issn":["1745-641X","1745-6428"],"is_oa":false,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311606","host_organization_name":"Pluto Journals","host_organization_lineage":["https://openalex.org/P4310311606"],"host_organization_lineage_names":["Pluto Journals"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Work Organisation, Labour and Globalisation","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.7825999855995178}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W189773138","https://openalex.org/W640352410","https://openalex.org/W1503622678","https://openalex.org/W1557034449","https://openalex.org/W1595721437","https://openalex.org/W1597842479","https://openalex.org/W1904376265","https://openalex.org/W1980406593","https://openalex.org/W1993663609","https://openalex.org/W2043285762","https://openalex.org/W2131919747","https://openalex.org/W2143596699","https://openalex.org/W2170254712","https://openalex.org/W2231354033","https://openalex.org/W2348949771","https://openalex.org/W2527123629","https://openalex.org/W3217307974","https://openalex.org/W4302584114","https://openalex.org/W4388174322"],"related_works":["https://openalex.org/W1599768705","https://openalex.org/W2285623617","https://openalex.org/W648709819","https://openalex.org/W2165767049","https://openalex.org/W2755191330","https://openalex.org/W1603445363","https://openalex.org/W579969451","https://openalex.org/W7045971077","https://openalex.org/W2102247259","https://openalex.org/W7006213906"],"abstract_inverted_index":{"The":[0,31,102],"aim":[1],"of":[2,11,19,61,80,90,98,111,129,138],"this":[3],"article":[4,66,103],"is":[5],"to":[6,94,134],"examine":[7],"a":[8,91],"specific":[9],"aspect":[10],"restructuring":[12],"in":[13,22,44,48,57,132],"the":[14,17,45,49,73,88,95,109,115,127],"public":[15,50,63,74,116],"sector:":[16],"implementation":[18],"call":[20,39,112],"centres":[21,40,113],"customer":[23,36,100],"service":[24],"and":[25,87,141,143],"its":[26],"effects":[27],"on":[28,126],"job":[29],"quality.":[30],"general":[32],"trend":[33],"towards":[34],"organising":[35],"services":[37],"through":[38],"gained":[41],"worldwide":[42],"importance":[43],"1990s,":[46],"but":[47],"sector":[51,75],"it":[52],"has":[53,123],"emerged":[54],"relatively":[55],"recently":[56],"connection":[58],"with":[59,121],"strategies":[60],"\u2018new":[62],"management\u2019.":[64],"This":[65],"presents":[67],"five":[68],"international":[69],"case":[70],"studies":[71],"from":[72,84],"that":[76],"exhibit":[77],"different":[78],"forms":[79,137],"restructuring.":[81],"They":[82],"range":[83],"internal":[85],"reorganisation":[86],"establishment":[89],"public-private":[92],"partnership":[93],"full":[96],"outsourcing":[97],"telephone-based":[99],"services.":[101],"concludes":[104],"that,":[105],"despite":[106],"national":[107],"differences,":[108],"introduction":[110],"into":[114],"sector,":[117],"especially":[118,131],"when":[119],"combined":[120],"outsourcing,":[122],"dramatic":[124],"impact":[125],"quality":[128],"employment,":[130,139],"relation":[133],"three":[135],"aspects:":[136],"skills":[140],"know-how":[142],"interest":[144],"representation.":[145]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
