000			01840naa a2200193uu 4500
001			9152
003			OSt
005			20190211154633.0
008			021210s2005 xx ||||gr |0|| 0 eng d
100	1		_aCALLAGHAN, George _91708
245	1	0	_a`We recruit attitude' : _bthe selection and shaping of routine call centre labour
260			_c2002
520	3		_aCall 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		_aTHOMPSON, Paul _918401
773	0	8	_tJournal of Management Studies _g39, 2, p. 233-254 _d, 2002 _w
942			_cS
998			_a20021210 _bLucima _cLucimara
998			_a20060523 _b1503^b _cQuiteria
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c9293 _d9293
041			_aeng