Smiling Down the Line : : Info-Service Work in the Global Economy /

Smiling Down the Line : : Info-Service Work in the Global Economy / / Bob Russell.

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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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Bibliographic Details
Superior document:Title is part of eBook package: De Gruyter University of Toronto Press eBook-Package Backlist 2000-2013
VerfasserIn:
Russell, Bob,
Place / Publishing House:Toronto : : University of Toronto Press, , [2016]
©2009
Year of Publication:2016
Language:English
Online Access:
Physical Description:1 online resource (352 p.)
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Table of 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

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