Autor segons l'article: Alarcón A; Ubalde J; Mc Heyman J
Departament: Gestió d'Empreses
Autor/s de la URV: Alarcón Alarcón, Amado / UBALDE BUENAFUENTE, JOSEP
Paraules clau: Call centres Employment conditions Globalization Human-resource management Job categories Labor process Language skills Line Linguistic standardisation Monitoring Quality Work
Resum: © 2020 Brian Towers (BRITOW) and John Wiley & Sons Ltd The article shows how linguistic criteria have become central when defining job categories in the outsourced call centre sector in Spain. Language occupies a central role in the production processes of informational capitalism: in call centres, language functions as the raw material, scripts as tools and conversations as a product. Yet the ways in which linguistic production affects key elements of job categories have received little attention. Drawing on in-depth interviews in the call centre sector, the analysis of scripts and collective agreements, this article shows how trade unions and workers are pushing to adapt Fordist arguments based on job autonomy to informational production, arguing that job categories may depend on linguistic autonomy from the scripts during the labour process.
Àrees temàtiques: Administração pública e de empresas, ciências contábeis e turismo Business and management Ciencias sociales Economia Ergonomics General o multidisciplinar Human factors and ergonomics Interdisciplinary research in the social sciences Management Management of technology and innovation Planejamento urbano e regional / demografia Sociologia i política Strategy and management
Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
Adreça de correu electrònic de l'autor: amado.alarcon@urv.cat
ISSN: 1468005X
Identificador de l'autor: 0000-0003-4640-2681
Data d'alta del registre: 2023-02-19
Versió de l'article dipositat: info:eu-repo/semantics/acceptedVersion
Referència a l'article segons font original: New Technology Work And Employment. 35 (1): 97-113
Referència de l'ítem segons les normes APA: Alarcón A; Ubalde J; Mc Heyman J (2020). Language as raw material, scripts as tools and conversations as product: effects of linguistic production on job categories in outsourced call centres. New Technology Work And Employment, 35(1), 97-113. DOI: 10.1111/ntwe.12156
URL Document de llicència: https://repositori.urv.cat/ca/proteccio-de-dades/
DOI de l'article: 10.1111/ntwe.12156
Entitat: Universitat Rovira i Virgili
Any de publicació de la revista: 2020
Tipus de publicació: Journal Publications
Repositori URV