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| Author: | Nyberg, D. |
| Title: | Computers, customer service operatives and cyborgs: intra-actions in call centres |
| Journal: | Organization Studies
2009 : VOL 30:11 p. 1181-1199 |
| Index terms: | materiality technology call centres service computers employees |
| Language: | eng |
| Abstract: | Organizational practice theorists have argued that the social and material, subjects and objects, are inextricable and co-emerge as the outcomes of practices or networks. This paper explains how, taken these assumptions into account, discrete categories or actors are brought into being. The ethnographic fieldwork from centres shows the inseparability of customer service operatives and computers in carrying out customer service calls. The study also reveals the multiplicity of how workers make sense of surrounding technology. |
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