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Researching call centres: gathering results and theories
[Arbeitspapier]
Abstract "The paper looks at current British and German call centre research in the light of its
contributions to the issues of skill and control which are central in labour process theory.
What has indeed been learned or can be learned from empirical research?
After outlining a rough typology of call centre... mehr
"The paper looks at current British and German call centre research in the light of its
contributions to the issues of skill and control which are central in labour process theory.
What has indeed been learned or can be learned from empirical research?
After outlining a rough typology of call centre research, we present an overview of results
and theories and show how the diverse and controversial perspectives can be combined in a
fruitful way resulting in a description of call centres as hybrids of standardisation and
flexibilisation. This offers some explanation but may lead to new confusion. We suggest a
contextualised and process-oriented perspective for further research and suggest that the
current abundance of case studies be used in a comparative way." (author's abstract)... weniger
Thesaurusschlagwörter
Bundesrepublik Deutschland; Arbeitsmarkt; Theorie; Call Center; Forschungsstand; Rationalisierung; Großbritannien; Taylorismus; Dienstleistung
Klassifikation
Arbeitsmarktforschung
Industrie- und Betriebssoziologie, Arbeitssoziologie, industrielle Beziehungen
Sprache Dokument
Englisch
Publikationsjahr
2002
Erscheinungsort
Glasgow
Seitenangabe
19 S.
Lizenz
Deposit Licence - Keine Weiterverbreitung, keine Bearbeitung
DatenlieferantDieser Metadatensatz wurde vom Sondersammelgebiet Sozialwissenschaften (USB Köln) erstellt.