Smiling Down the Line
University of Toronto Press eBooksPublished 1 January 2009
B. K. Russell
Citations22
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TL;DR
The Call-Centre Labour Process: The Division of Labour, Work Effort, and Job Skill, and theoretical Issues, and conclusions.
Abstract
Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed.