Abstract

SANTOS, Maria João  and  MARQUES, Ana Paula. The case of call centers: work organization and operator’s attitudes towards their work and job. Sociologia, Problemas e Práticas [online]. 2006, n.52, pp.67-86. ISSN 0873-6529.

Nowadays, although they are different, many assembling lines persist. Different, because automatization pervades all processes, production is specialized and, above all, workers are highly qualified and have life projects alongside their work. This research, which consists of a case study performed in a call center service provider, seeks to analyse the work organization of a customer help line, its effect on the operators and their attitudes towards their work and job.

Keywords : work organization; neo-Taylorism; job; call center.

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