System, society and dominance effects in the adoption of tele-health: A tri-country comparison

Bob Russell, Chris Smith, Raffaella Valsecchi and Monica Andersson Bäck
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Bob Russell: Griffith University, Australia
Chris Smith: Royal Holloway, University of London, UK
Raffaella Valsecchi: Brunel University, UK
Monica Andersson Bäck: University of Goteborg, Sweden

Economic and Industrial Democracy, 2017, vol. 38, issue 3, 425-447

Abstract: Although there have been many studies of low skilled call centre operators, research on professional workers in call centres is less common and cross-national research on such operations even rarer. This article compares the labour process experiences of tele-nurses – registered nurses in call centre settings – across three countries: the UK, Australia and Sweden. Using cross-national, comparative ethnographies, through a system, society and dominance (SSD) approach, the article explores the common problems tele-nurses face as well as distinctive societal differences in the ways in which this branch of e-health care is being established. The outcomes reveal both societal diversity and mounting pressures towards a globalizing conformity between the three countries with regard to the working practices of tele-nursing. The findings have important implications for whether or not a professional project can be developed around tele-health care.

Keywords: e-health; professional call centres; system; society and dominance (SSD) analysis; tele-nursing (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:sae:ecoind:v:38:y:2017:i:3:p:425-447

DOI: 10.1177/0143831X15579287

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