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Does economic upgrading lead to social upgrading in contact centers? Evidence from South Africa.

Abstract:

Business process outsourcing (BPO) is seen by the South African government as key to employment generation. BPO operations are reasonably footloose and the industry’s immense focus on workplace control and high levels of attrition means that the development potential of the BPO industry on workers in South Africa is a matter of critical concern. This article uses the global production network (GPN) framework to understand the developmental potentials of contact center jobs for workers in Sout...

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Publication status:
Published
Peer review status:
Peer reviewed

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Publisher copy:
10.1080/19376812.2019.1589730

Authors


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Institution:
University of Oxford
Division:
SSD
Department:
Oxford Internet Institute
Role:
Author
ORCID:
0000-0002-5213-4022
Publisher:
Taylor and Francis
Journal:
African Geographical Review More from this journal
Volume:
38
Issue:
3
Pages:
209-226
Publication date:
2019-04-14
Acceptance date:
2019-02-22
DOI:
ISSN:
1937-6812
Keywords:
Pubs id:
pubs:987535
UUID:
uuid:096dfd57-381f-470f-b8d0-ce86566e6685
Local pid:
pubs:987535
Source identifiers:
987535
Deposit date:
2019-04-04

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