| 000 -LEADER |
|---|
| fixed length control field |
01840naa a2200193uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
9152 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154633.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
021210s2005 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
CALLAGHAN, George |
| 9 (RLIN) |
1708 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
`We recruit attitude' : |
| Remainder of title |
the selection and shaping of routine call centre labour |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2002 |
| 520 3# - SUMMARY, ETC. |
|---|
| Summary, etc. |
Call centres are growing rapidly and are receiving attention from politicians, policy makers and academics. While most of the latter focus on work relations, notably patterns of control and surveillance, this paper explores the role of recruitment, selection and training in the shaping call centre labour. The paper uses data from a case study of a call centre (telebank) to argue that the increased significance of social competencies within interactive service work gives thse procedures greater salience and that they are used by management to address the indeterminacy of labour, in part, outside the labour process. Primary data from management and customer service representatives is used to examine and contrast their respective perceptions of recruitment, selection and training. The paper shows the contested and contradictory tendencies associated with how a parituclar company identifies and then uses social competencies. Tensions in the labour process between the mobilization of emploiyee attributes and the deliberate moulding and standardization of such competencies is merely part of wider and unresolved tensions concerning the contested nature of emotional labour and the demands of quantity and quality in the management of call centre work |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
THOMPSON, Paul |
| 9 (RLIN) |
18401 |
| 773 08 - HOST ITEM ENTRY |
|---|
| Title |
Journal of Management Studies |
| Related parts |
39, 2, p. 233-254 |
| Place, publisher, and date of publication |
, 2002 |
| Record control number |
|
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20021210 |
| Operator's initials, OID (RLIN) |
Lucima |
| Cataloger's initials, CIN (RLIN) |
Lucimara |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20060523 |
| Operator's initials, OID (RLIN) |
1503^b |
| Cataloger's initials, CIN (RLIN) |
Quiteria |
