Search results for "call center"
showing 4 items of 4 documents
Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work.
2013
The aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions (job demands, autonomy, and social support) in call centers and at other service sector workplaces and how these factors are related to work engagement. In addition, we examine whether the relationships are divergent in call centers in comparison to other service sector work. Analysis is based on the data provided by the “Quality of Life in Changing Europe” project. The survey data were collected from service sector organizations (retail, banking, and insurance) and a telecom organization’s call …
Brevi riflessioni sul lavoro a progetto nei call center: il caso Atesia. Il ruolo di governo dell'impresa appaltante nella valutazione della natura s…
2010
Generazioni precarie. Formazione e lavoro nella realtà dei call center.
2011
Il call center come fabbrica linguistica, modello postfordista di fabbrica, paradigma di una preoccupante precarizzazione della forza lavoro giovanile. A partire da una inchiesta su alcuni call center di Palermo, il testo affronta il tema della relazione tra formazione e lavoro nonché quello delle trasformazioni del modello di produzione contemporanea.
Electoronic Performance Monitoring in Call Centers: An Ethical Decision Model
2013
Ever since it emerged on a widespread basis in the 1990s, electronic performance monitoring of employees has received significant scrutiny in the literature. Call centers have been the focus of many of these studies. This particular study addresses the issue of electronic performance monitoring in call centers from an ethical perspective. The following ethical dilemma is offered: "Is it ethical for a call center manager to evaluate the performance of a call center employee using electronic performance monitoring data gathered on the employee?" Using utilitarian, Kantian, virtue, and covenantal ethical theories, the study proposes an ethical decision model and subsequently applies the model …