U.S. Call Centers: The Undiscovered Country

  • David L. Butler


The phrase “the death of distance” provokes in the minds of many the idea that electronically mediated commerce has overcome the bounds and limits of geography that have traditionally constrained business. This essay argues that these notions are incorrect, and that, in fact, geography is as relevant as ever. It demonstrates the importance of geographical concepts by examining an information technology-dependent industry, the U.S. call center industry.


Market Orientation Call Center Labor Demand Corporate Executive Geographical Concept 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. Belt, V., R. Richardson, and J. Webster. 2000. Women’s Work in the Information Economy: The Case of Telephone Call Centers. Information. Communication, Society 3: 3.Google Scholar
  2. Bodin, M. and K. Dawson. 2002. The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology Solutions. New York: CMP Books.Google Scholar
  3. Butler, D. 2002. Culture Matters! Retaining Employees and Increasing Profitability. In E. Phillips, ed. Retaining Your Best Employees. ASTD Publishing.Google Scholar
  4. Butler, D. 2001. Deregulation, Information Technology, and the Changing Locational Dynamics of the U.S. Airline Industry. Unpublished Ph.D. dissertation, University of Cincinnati.Google Scholar
  5. Cairncross, F. 1997. The Death of Distance. London: Orion Publishing.Google Scholar
  6. England, K. 1993. Suburban Pink Collar Ghettos: The Spatial Entrapment of Women? Annals of the Association of American Geographers 83: 225–242.CrossRefGoogle Scholar
  7. Johnston, R., P. Haggett, D. Smith, and D. Stoddart, eds. 2000. The Dictionary of Human Geography, 4th edition, Oxford: Blackwell.Google Scholar
  8. Nelson, K. 1986. Labor Demand, Labor Supply, and the Suburbanization of Low-Wage Office Work. In A. Scott and M. Storper, eds. Production, Work, Territory. Boston: Allen Unwin.Google Scholar
  9. Richardson, R. 2002. Information and Communications Technologies and Rural Inclusion. Centre for Urban and Regional Development Studies, University of Newcastle.Google Scholar
  10. Uchitelle, L. 2002. Answering 800 Calls Offers Extra Income but No Security. New York Times 27 March: 1.Google Scholar

Copyright information

© Springer Science+Business Media Dordrecht 2004

Authors and Affiliations

  • David L. Butler
    • 1
  1. 1.University of Southern MississippiUSA

Personalised recommendations