'We have the values': customers, control and corporate ideology in call centre operations

被引：23

作者：

van den Broek, D ^{[1
]}

机构：

[1] Univ Sydney, Sch Business, Sydney, NSW 2006, Australia

来源：

NEW TECHNOLOGY WORK AND EMPLOYMENT | 2004年 / 19卷 / 01期

关键词：

D O I：

10.1111/j.1468-005X.2004.00124.x

中图分类号：

TB18 [人体工程学];

学科分类号：

1201 ;

摘要：

This article analyses the use of normative control through recruitment, work organisation, social events, and bargaining processes within two Australian telecommunication call centres. Rather than arguing that such control reduced employees to 'self-disciplining subjects', it suggests that these control mechanisms embodied significant levels of managerial coercion and therefore attracted varying levels of resistance.

引用

页码：2 / 13

页数：12