'We have the values': customers, control and corporate ideology in call centre operations

This article analyses the use of normative control through recruitment, work organisation, social events, and bargaining processes within two Australian telecommunication call centres. Rather than arguing that such control reduced employees to 'self-disciplining subjects', it suggests that these control mechanisms embodied significant levels of managerial coercion and therefore attracted varying levels of resistance.     

Electronic monitoring and surveillance in call centres: a framework for investigation

The worker performing a monitored task and the social processes surrounding the task provide a basis for integrating psychological and sociological research on work performance monitoring and surveillance in call centres. Foci include individual boundaries, compliance and resistance, controlling the effects of monitoring, negotiated order, metacommunication, and social support.     

Enabling ‘managed activism’: the adoption of call centres in Australian,British and US trade unions

This article examines how trade unions in different country settings have utilised call centre technologies. Rather than viewing union call centres as simply a means of service delivery, our research suggests they can also enable a more strategic approach to workplace organising. We explore the implications of union call centres for debates on servicing and organising models of trade unionism.     

‘Get paid,get out’: online resistance to call centre labour in Canada

This qualitative content analysis of 503 anonymous online reviews of 52 Canadian call centres posted on RateMyEmployer.ca explores how forms of resistance, alienation and emotional labour are expressed outside of the workplace. Our study finds that digital publics are producing emotive insurgencies and networks of support within marginalised communities that undermine employers’ attempts at deadening the workforce. The reviews exemplify worker awareness of exploitation as some connect these issues to broader socio‐economic factors that are beyond their control. While many offer tactics to challenge and destabilise their working conditions and culture as well as heartfelt and sarcastic warnings of what one might expect if they pursue call centre employment, others use the online space as a means of venting frustrations, eliciting empathies and expressing sentiments of hope(lessness).     

Putting their money where their mouths are: Consumer willingness to pay for multi-ingredient,processed organic food products

In response to dramatically increasing adoption in consumer markets, the National Organic Program (NOP) initiated novel labeling standards for food products in the US in 2002. This program is a particularly relevant standardization effort for multi-ingredient processed foods. Rather than a simple binary message (organic or not), gradations of organic content are now codified. No existing published study evaluates consumer willingness to pay or motivation to purchase in response to such a rich organic label. This article presents evidence of the impact of the NOP through analysis of data collected in seven central Ohio, USA grocery stores. Results suggest that consumers are willing to pay premium prices for organic foods, even those with less than 100% organic ingredients. The magnitudes of WTP premia varied significantly among consumer groups, suggesting that targeted marketing may be effective for organic merchandisers.     

Direct governmental production in agriculture in Ghana: Consequences for food production and consumption, 1960–1966 and 1967–1975

The article examines the effects of direct government production in agriculture in Ghana, both during the period 1962–1966 when it was a high agricultural priority, and during 1967–1975 when the government tried to withdraw. The article concludes that direct government production was a constraint on overall domestic food production in both time periods, although there may have been other social benefits resulting from the policies.     

Information,branding, certification,and consumer willingness to pay for high-iron pearl millet: Evidence from experimental auctions in Maharashtra,India

In this paper we use hedonic testing methods adopted from food science literature and the Becker-DeGroot-Marschak mechanism adopted from economic valuation literature to estimate consumer demand for biofortified high-iron pearl millet (HIPM) in Maharashtra, India. Unlike biofortification with provitamin A, biofortification with minerals, such as iron and zinc, does not change the color or the appearance of the biofortified crop. Therefore, we test the impact of both nutrition information, and branding and certification, as well as the nature of the brand and of the certifying authority (state level versus international), on consumer demand for HIPM. We find that even in the absence of nutrition information, consumers assign a small but significant premium to the HIPM variety relative to the local variety. This is consistent with consumers’ more favorable rating of the sensory characteristics of the high-iron variety. Nutrition information on the health benefits of HIPM increases this premium substantially, and regression analysis reveals that consumers prefer international branding and international certification authority to their state-level counterparts.     

Manage for Profit, Not for Market Share: A Guide to Greater Profits in Highly Contested Markets by Hermann Simon, Frank F. Bilstein, and Frank Luby

Books reviewed in this issue:

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  Manage for Profit, Not for Market Share: A Guide to Greater Profits in Highly Contested Markets

       
  
  

Technology education for children in primary schools in Finland and Germany: different school systems, similar problems and how to overcome them

Even if the results of international student assessment studies such as PISA or TIMSS show that girls have been catching up in mathematics and natural sciences, there are still remarkable gender differences in the number of males and females studying and working in the technological fields after basic education. Technology is still a male-dominated area. This is true for the German and Finnish societies. Results of the studies conducted in the UPDATE project show that influences on interest in technological themes take place already in early childhood. Therefore, efforts should be put in developing early childhood education and elementary school education, to raise girls’ interests and motivation towards technology. This article reports the results of the UPDATE-WorkPackage3-project mainly in Finland and in Germany. It concentrates on studying elementary school pupils’ (age 6–12), particularly girls’ motivation towards the contents and methods of technology education. Various curriculum documents and national learning conditions are discussed and suggestions for the gender equitable technology education are made.