Article : texte imprimé

Taylorism, targets and the pursuit of quantity and quality by call center management.

Peter Bain ; Aileen Watson ; Gareth Mulvey ; Phil Taylor ; Gregor Gall |

Dans New Technology, Work and Employment (vol. 17 - n° 3, november 2002)

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Article : texte imprimé

Work organization, control and the experience of work in call centers

Phil Taylor ; Gareth Mulvey ; Jeff Hyman ; Peter Bain |

Dans Work, employment and society (vol. 16, n° 1, March 2002)

Despite the integration of telephone and VDU technologies, call centres are not uniform in terms of work organization. It is suggested that diversity can best be understood by reference to a range of quantitative and qualitative characteristics.[...]

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