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.

The concept of social innovation has become pervasive among practitioners and academics, though its definition remains elusive. This paper seeks to address this by suggesting a distinction between structural social innovation, which refers to wide social change in scale and scope, targeted versions of social innovation, which can be either radical or complementary to current socio-economic institutions, and instrumental social innovation, when it is used to rebrand previous agendas in a way that is more appealing to stakeholders. These four types of social innovation are discussed referring to practical examples in the literature. We then explore ways in which the concept could be further developed by engaging with the concepts of socio-technical transitions and the foundational economy.

RICHARDSON R., BELT V. and MARSHALL N. (2000) Taking calls to Newcastle: the regional implications of the growth in call centres, Reg. Studies 34, 357-369. The growth of white-collar jobs in call centres has been a significant feature of the last decade. Local and regional economic development agencies have sought to attract call centres because they are a source of new jobs, and help to ameliorate the decline in employment, especially in the manufacturing sector. This paper examines the work provided in call centres, based on a case study of North East England. Call centres are characterized by a narrow range of occupations and skills, and the work regime in them is intense. The majority of the jobs are taken by women. An assessment of the long term sustainability of call centre work also highlights threats to employment from technical developments in the industry. Nevertheless, there is some evidence of limited improvements taking place in training and work practices in call centres. RICHARDSON R., BELT V. et MARSHALL N. (2000) Faisant appel ¤ a Newcastle: les retombées régionales de la croissance des centres d'appel, Reg. Studies 34, 357-369. La croissance du nombre des employés de bureau dans les centres d'appel constitue un trait majeur des dernières dix années. Les agences de développement économique locaux et régionaux ont cherché ¤ a séduire les centres d'appel parce qu'elles représentent un vivier de nouveaux emplois et aident ¤ a freiner le déclin de l'emploi, surtout dans l'industrie. A partir d'une étude de cas réalisée dans le nord-est d'Angleterre, cet article examine le travail disponible au sein des centres d'appel. Ces derniers se caractérisent par des catégories socio-professionnelles et des compétences peu diverses dont les cadences sont soutenues. La plupart des emplois sont occupés par des femmes. Un bilan de la pérennité du travail dans les centres d'appel met l'accent sur les menaces pour l'emploi qui résultent des avancées techniques dans cette industrie. Cependant, il y a des preuves qui démontrent que les centres d'appel font des progrès limités dans les domaines de la formation et des pratiques sur le lieu de travail. RICHARDSON R., BELT V. und MARSHALL N. (2000) Anruf für Newcastle: Die Rolle der Anrufzentralen in der regionalen wirtschaftlichen Entwicklung im Nordosten Englands, Reg. Studies 34 , 357-369. Die zunehmende Beschäftigung von Angestellten in Anrufzentralen hat sich als bezeichnender Zug des letzten Jahrzehnts erwiesen. Wirtschaftsentwicklungszentren haben sich am Ort und auf regionaler Ebene bemüht, Anrufszentralen anzulocken, weil sie eine Quelle neuer Arbeitsplätze darstellen, und dazu beitragen, den Rückgang an Erwerbtsstellen wettzumachen, besonders im herstellenden Sektor. Auf eine Studie des Falles Nordostengland gestützt, untersucht dieser Aufsatz die Erwerbsstellen, die Anrufzentralen anbieten. Charakteristisch für Anrufzentralen ist der beschränkte Arbeitsbereich und entsprechend geringe Fächerung der Fähigkeiten, während ihre Werksordnung intensive Konzentration ...

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This article considers the role of call centres in the economic development of less favoured regions (LFRs). It suggests that call centres represent a new form of mobile service work which these regions are increasingly seeking to attract. It considers the factors which are important in attracting this work. It then explores the policies adopted by two LFRs which have been reasonably successful in doing so. It suggests that there are a number of benefits from the attraction of call centres, particularly employment opportunities not otherwise available in such regions. It also strikes a note of caution, however, questioning, in particular, whether these jobs will last.