Smiling Down the Line : Info-Service Work in the Global Economy /

Mostrar otras versiones (2)

Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed.

Detalles Bibliográficos
Autor principal: Russell, Bob, 1950- (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Toronto [Ont.] : University of Toronto Press, 2009
Colección:Book collections on Project MUSE.
Temas:
Call centers > Management.
POLITICAL SCIENCE > Labor & Industrial Relations.
BUSINESS & ECONOMICS > Labor.
BUSINESS & ECONOMICS > Industries > Media & Communications.
Centres d'appels (Affaires) > Gestion.
Agents de centre d'appels > Conditions sociales.
Agents de centre d'appels > Travail.
Call center agents > Social conditions.
Call center agents > Employment.
Electronic books.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • New workplaces : the call centre
  • The call-centre case studies
  • Making a new occupation
  • The call-centre labour process (1) : the division of labour, work effort, and job skill
  • The call-centre labour process (2) : technological selection and the means of communication in info-service work
  • HRM and call-centres : culture and identities
  • Globalizing info-service work : outsourcing to India
  • Discontent, resistance, and organizing in info-service work.

Ejemplares similares