Ambiguous professionalism: managing efficiency and service quality in an Israeli call centre
New Technology, Work and Employment
2007
22
1
March
83-96
call centre ; case study ; human resources management ; information technology ; professionalism
Personnel management
English
Bibliogr.
"This case study examines the management of frontline employees in an Israeli call centre by focusing on the organisational rhetoric of ‘professionalism' and the implementation of integrative human resource practices (debriefing, covert call monitoring, information and technology software, and a monthly bonus). This culture is critically explored as a ceremonial facade that covers the conventional quantity/quality tension."
Paper
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