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

Bob Russell, Chris Smith, Raffaella Valsecchi, Monica Andersson Bäck

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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.
Original languageEnglish
Pages (from-to)425-447
Number of pages23
JournalEconomic and Industrial Democracy
Issue number3
Early online date26 Jun 2015
Publication statusPublished - 1 Aug 2017


  • e-health, professional call centres, system, society and dominance (SSD) analysis, system, tele-nursing

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