Smiling Down the Line : : Info-Service Work in the Global Economy / / Bob Russell.
Just as textile mills and automotive assembly plants have symbolized previous economic eras, the call centre stands as a potent reminder of the importance of information in contemporary economies. Bob Russell's Smiling Down the Line theorizes call centre work as info-service employment and look...
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Place / Publishing House: | Toronto : : University of Toronto Press, , [2016] ©2009 |
Year of Publication: | 2016 |
Language: | English |
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Physical Description: | 1 online resource (352 p.) |
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Russell, Bob, author. aut http://id.loc.gov/vocabulary/relators/aut Smiling Down the Line : Info-Service Work in the Global Economy / Bob Russell. Toronto : University of Toronto Press, [2016] ©2009 1 online resource (352 p.) text txt rdacontent computer c rdamedia online resource cr rdacarrier text file PDF rda Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter restricted access http://purl.org/coar/access_right/c_16ec online access with authorization star Just as textile mills and automotive assembly plants have symbolized previous economic eras, the call centre stands as a potent reminder of the importance of information in contemporary economies. Bob Russell's 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. Russell also considers globalization and contemporary managerial practices as centres are outsourced to poorer countries such as India and as new forms of management are introduced, refined, and discarded.Invoking extensive labour force surveys and interviews from Australia and India, Russell examines employee representation, work intensity, stress, emotional labour, and job skills in the call centre work environment. The cross-national approach of Smiling Down the Line highlights the effects of globalization and scrutinizes the similarities and differences that exist in info-service work between different industries and in different countries. Issued also in print. Mode of access: Internet via World Wide Web. In English. Description based on online resource; title from PDF title page (publisher's Web site, viewed 30. Aug 2021) Call center agents Employment. Call center agents Social conditions. Call centers Management. BUSINESS & ECONOMICS / Industries / Media & Communications. bisacsh Title is part of eBook package: De Gruyter University of Toronto Press eBook-Package Backlist 2000-2013 9783110490954 print 9781442609815 https://doi.org/10.3138/9781442697850 https://www.degruyter.com/isbn/9781442697850 Cover https://www.degruyter.com/cover/covers/9781442697850.jpg |
language |
English |
format |
eBook |
author |
Russell, Bob, Russell, Bob, |
spellingShingle |
Russell, Bob, Russell, Bob, Smiling Down the Line : Info-Service Work in the Global Economy / Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter |
author_facet |
Russell, Bob, Russell, Bob, |
author_variant |
b r br b r br |
author_role |
VerfasserIn VerfasserIn |
author_sort |
Russell, Bob, |
title |
Smiling Down the Line : Info-Service Work in the Global Economy / |
title_sub |
Info-Service Work in the Global Economy / |
title_full |
Smiling Down the Line : Info-Service Work in the Global Economy / Bob Russell. |
title_fullStr |
Smiling Down the Line : Info-Service Work in the Global Economy / Bob Russell. |
title_full_unstemmed |
Smiling Down the Line : Info-Service Work in the Global Economy / Bob Russell. |
title_auth |
Smiling Down the Line : Info-Service Work in the Global Economy / |
title_alt |
Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter |
title_new |
Smiling Down the Line : |
title_sort |
smiling down the line : info-service work in the global economy / |
publisher |
University of Toronto Press, |
publishDate |
2016 |
physical |
1 online resource (352 p.) Issued also in print. |
contents |
Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter |
isbn |
9781442697850 9783110490954 9781442609815 |
callnumber-first |
H - Social Science |
callnumber-subject |
HE - Transportation and Communications |
callnumber-label |
HE8788 |
callnumber-sort |
HE 48788 R87 42009EB |
url |
https://doi.org/10.3138/9781442697850 https://www.degruyter.com/isbn/9781442697850 https://www.degruyter.com/cover/covers/9781442697850.jpg |
illustrated |
Not Illustrated |
dewey-hundreds |
300 - Social sciences |
dewey-tens |
330 - Economics |
dewey-ones |
331 - Labor economics |
dewey-full |
331.2/041658812 |
dewey-sort |
3331.2 841658812 |
dewey-raw |
331.2/041658812 |
dewey-search |
331.2/041658812 |
doi_str_mv |
10.3138/9781442697850 |
oclc_num |
944176544 |
work_keys_str_mv |
AT russellbob smilingdownthelineinfoserviceworkintheglobaleconomy |
status_str |
n |
ids_txt_mv |
(DE-B1597)465232 (OCoLC)944176544 |
carrierType_str_mv |
cr |
hierarchy_parent_title |
Title is part of eBook package: De Gruyter University of Toronto Press eBook-Package Backlist 2000-2013 |
is_hierarchy_title |
Smiling Down the Line : Info-Service Work in the Global Economy / |
container_title |
Title is part of eBook package: De Gruyter University of Toronto Press eBook-Package Backlist 2000-2013 |
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1770176834428731392 |
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