Smiling down the line : info-service work in the global economy /

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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.

Détails bibliographiques
Cote:Libro Electrónico
Auteur principal: Russell, Bob, 1950- (Auteur)
Format: Électronique eBook
Langue:Inglés
Publié: Toronto [Ont.] : University of Toronto Press, Ã2009
Collection:Studies in comparative political economy and public policy.
Sujets:
Call center agents > Employment.
Call center agents > Social conditions.
Call centers > Management.
Agents de centre d'appels > Travail.
Agents de centre d'appels > Conditions sociales.
Centres d'appels (Affaires) > Gestion.
BUSINESS & ECONOMICS > Industries > Media & Communications.
BUSINESS & ECONOMICS > Labor.
POLITICAL SCIENCE > Labor & Industrial Relations.
Accès en ligne:Texto completo
Table des matières:
  • 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.

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