search query: @indexterm call centres / total: 21
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| Author: | Brannan, M.J. |
| Title: | Once more with feeling: Ethnographic reflections on the mediation of tension in a small team of call centre workers |
| Journal: | Gender, Work and Organization
2005 : SEP, VOL. 12:5, p 420-439 |
| Index terms: | Call centres Competition Control Gender Labour |
| Language: | eng |
| Abstract: | This paper examines the labour process of a team of call centre workers focusing on control by analysing worker sexuality, internal team dynamics an discipline. Control is understandably exerted through management and information technology, but it is also exerted laterally in the team and sexuality is a significant medium of that kind of control. Call centre staff is often forced to develop relationships with clients through the use of sexual competition by the team leader. |
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