search query: @journal_id 68 / total: 997
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| Author: | McCabe, D. |
| Title: | 'A Land of Milk and Honey'? Reengineering the 'Past' and 'Present' in a call centre |
| Journal: | Journal of Management Studies
2004 : JUL, VOL. 41:5, p. 827-856 |
| Index terms: | Banking Management Managers Employees Organizational culture United Kingdom |
| Freeterms: | Business process reengineering |
| Language: | eng |
| Abstract: | This article explores how managers, in the Call Centre of a Bank, (re)defined, and drew boundaries around 'past' cultural conditions, in relation to the introduction of a Business Process Reengineering (BPR) regime. Managers represented the 'past' negatively, in terms of conflict and coercion, whilst the 'present' was largely described as a Shangri-La of teams and consensus. Both the 'staff' and 'managers' seemed to reject or embrace discourses that challenged or coincided with their understanding of how things are or should be. The article examines the interplay btw. discourses and individuals, arguing that it is bound up with fear and anxiety, hope and aspiration, ...among others, everyday life experiences. |
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