Workplace resistance in an Irish call centre: slammin’,                 scammin’ smokin’ an’ leavin’

Mulholland, Kate

doi:10.1177/0950017004048691

Cited by 111 publications

(133 citation statements)

References 21 publications

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“…Thus, subordinate staff appropriated managerial ''retention and control of information'' (Giddens, 1984, p. 94) Subversive (Dis)obedience Subversive (dis)obedience included well-documented tactics in which workers altered work output or communication patterns in ways that disadvantaged the bully. In combination with other tactics, participants reported labor withdrawal (Mulholland, 2004), working-to-rule (Fiori, 1999;Jones, 1998;Mulholland, 2004), resistance through distance (Collinson, 1994), and retaliation (Jordan, 2003;Skarlicki & Folger, 1997).…”

Section: Reverse Discoursementioning

confidence: 99%

“…Doing exactly what is required or the minimum required is working-to-rule (Fiori, 1999;Jones, 1998;Mulholland, 2004) and creates spaces of control that provide workers with plausible deniability (''I was just following orders.'') (Deetz, 1992).…”

Section: Reverse Discoursementioning

confidence: 99%

“…Unlike general acts of resistance against managerial (Collinson, 1992) or corporate interests (Fleming & Spicer, 2003), or even specific resistance against pressure to increase output (Mulholland, 2004), in cases of bullying, resistance was a systematic series of actions directed to an end: stopping abuse. Although none mapped entirely the same, some underlying patterns were discernable; I take these up in the Discussion.…”

Section: Paths Of Resistancementioning

confidence: 99%

See 2 more Smart Citations

Take This Job and … : Quitting and Other Forms of Resistance to Workplace Bullying

Lutgen‐Sandvik¹

2006

Communication Monographs

213

202

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Section: Reverse Discoursementioning

confidence: 99%

Section: Reverse Discoursementioning

confidence: 99%

Section: Paths Of Resistancementioning

confidence: 99%

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Take This Job and … : Quitting and Other Forms of Resistance to Workplace Bullying

Lutgen‐Sandvik¹

2006

Communication Monographs

213

202

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“…Consequently, in addition to the formal practices, workers develop a series of informal ways of misbehaving or resisting. Mulholland (2004) who discussed the collective experiences of PhoneCo workers of Ireland has demonstrated that the resistance strategy of workers came to light in four forms as Slammin, Scammin, Smokin, and Leavin. Slammin, means doing fake sales against administration and supervision technologies, going out of sale scripts in the process of emotional labour of telesales workers; Scammin, describes the work avoidance, absenteeism, sickness of workers; Smokin, and Leavin describes AWOL (leaving work without permission before the shift ends), smoking during the work hours and informal meetings of workers.…”

Section: Informal Organization Of Call Centre Workersmentioning

confidence: 99%

Collective Responses of Call Center Workers in the Case of a Non-Union Worker Organization in Turkey

Tartanoğlu¹

2013

ISGUC

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“…The dominance of post-structural discourse around workplace conflict has underscored the neglect of the regulatory, occupational and institutional factors that shape worker behaviour (Mulholland, 2004;Peetz, 2002). While the types of behaviours may have changed, the employment relationship and its attendant tensions remain the anchor against which much behaviour is mediated.…”

Section: All Quiet On the Institutional Frontmentioning

confidence: 99%

(Still) Up to No Good: Reconfiguring Worker Resistance and Misbehaviour in an Increasingly Unorganized World

Broek¹,

Dundon²

2012

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The way worker resistance and misbehaviour have been analyzed has undergone significant transformation over the past few decades. While researchers have observed the quantitative decline of formal or organized forms of industrial relations conflict, others have highlighted the emergence of informal and individualized (mis)behaviours. There have been a range of reasons advanced to explain both the decline in industrial disputes and in the lineal approaches to analyze workplace conflict. This article cautions the increasing tendency to analyze resistance and misbehaviour in an institutional vacuum. Drawing on longitudinal research across multiple organizational settings in Australia and Britain, the article identifies the longevity of institutional and structural factors to explain workplace behaviours, particularly among weakly organized workers. The evidence presented in this paper emphasizes the need to analyze employee resistance within its institutional context. The range of behaviours identified here in many non- or anti-union settings were shaped by the changing structural and institutional workplace regime: by sector, size, structure or managerial strategy (among others). By recognizing the importance of context and place, we argue that what is often portrayed as types of misbehaviour substitute for more assertive forms of resistance by workers who are vulnerable in the labour market or denied access to traditional collective structures of representation.La manière d’analyser la résistance ouvrière et les conduites déviantes des travailleurs a connu une transformation significative au cours des dernières décennies. Tandis que plusieurs chercheurs ont observé le déclin quantitatif des formes organisées ou de l’aspect formel des conflits en relations du travail, d’autres ont mis en lumière l’émergence de conduites d’opposition ou déviantes de nature informelle et individuelle. On a bien avancé un éventail de raisons explicatives à la fois du déclin des conflits en relations du travail et de l’apparition d’approches plus directes pour étudier le conflit sur les lieux du travail. Cet article invite toutefois à la prudence devant la tendance à analyser les phénomènes de résistance et de conduites déviantes dans un vacuum institutionnel. Prenant appui sur une recherche longitudinale auprès d’une multitude de milieux organisationnels en Australie et en Grande-Bretagne, l’article identifie la longévité de facteurs institutionnels et structurels pour expliquer les comportements en milieu de travail, particulièrement chez les travailleurs faiblement organisés. Les observations réalisées dans notre étude renforcent la nécessité d’analyser la résistance ouvrière dans son environnement institutionnel. Selon nous, les diverses conduites identifiées ici dans plusieurs milieux sans syndicats ou antisyndicaux ont été façonnées par les changements structurels et institutionnels survenus dans le régime même des relations du travail : selon le secteur, la taille, la structure ou la stratégie de la direction (entre autres chose...

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Workplace resistance in an Irish call centre: slammin’, scammin’ smokin’ an’ leavin’

Cited by 111 publications

References 21 publications

Take This Job and … : Quitting and Other Forms of Resistance to Workplace Bullying

Take This Job and … : Quitting and Other Forms of Resistance to Workplace Bullying

Collective Responses of Call Center Workers in the Case of a Non-Union Worker Organization in Turkey

(Still) Up to No Good: Reconfiguring Worker Resistance and Misbehaviour in an Increasingly Unorganized World

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