The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Women, social skill and interactive service work in telephone call centres
Abstract
This paper contributes to current debates about gender, work and skill in the service economy, focusing specifically on the case of women’s employment in telephone call centres. The paper asks whether call centre employers are capitalising on women’s ‘feminine’ social skills, and examines the degree to which these skills are being developed, acknowledged and recognised.
Overview
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Claims other papers make about this one
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In the citing paper
“Additionally, the growth of debates around teleworking, call centres, and soft skills brought a renewed focus on issue of gender and technology (Bryant 2000;Belt et al. 2002;Scholarios and Taylor 2010).”
From Reflecting on 40 Years of New Technology, Work and Employment: Insights From the Current Editors on the Past and Prospects for the Future (2026) · cites this paper as Belt et al. 2002
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
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Citations
Cites
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Bain, P., & Taylor, P. (2000) · New Technology, Work and Employment · doi:10.1111/1468-005x.00061 · Cited by 546
Cited by
The Simulation of Smiles (SIMS) model: Embodied simulation and the meaning of facial expression
Niedenthal, P. M., Mermillod, M., Maringer, M., & Hess, U. (2010) · Behavioral and Brain Sciences · doi:10.1017/s0140525x10000865 · Cited by 618
High-Touch and Here-to-Stay: Future Skills Demands in US Low Wage Service Occupations
Gatta, M., Boushey, H., & Appelbaum, E. (2009) · Sociology · doi:10.1177/0038038509340735 · Cited by 75
Howcroft, D., Lucio, M. M., & Taylor, P. (2026) · New Technology, Work and Employment · doi:10.1111/ntwe.70049 · Cited by 1
Hodder, A., Valizade, D., Hardy, K., MacKenzie, R., & Smith, A. (2026) · New Technology, Work and Employment · doi:10.1111/ntwe.70054
Metadata
- Authors
- Belt, V., Richardson, R., & Webster, J.
- Venue
- New Technology, Work and Employment
- Publisher
- Wiley
- Published
- 2002-03
- Volume
- 17
- Issue
- 1
- Pages
- 20-34
- ISSN
- 0268-1072
- 1468-005X
- Cited by
- 118
- References
- 1
- Language
- en
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
