Autor según el artículo: Alarcon, Amado; Ubalde, Josep; Mc Heyman, Josiah
Departamento: Gestió d'Empreses
Autor/es de la URV: Alarcón Alarcón, Amado / UBALDE BUENAFUENTE, JOSEP
Palabras clave: Work; Quality; Monitoring; Linguistic standardisation; Line; Language skills; Labor process; Job categories; Human-resource management; Globalization; Employment conditions; Call centres
Resumen: © 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.
Áreas temáticas: Strategy and management; Sociologia i política; Planejamento urbano e regional / demografia; Management of technology and innovation; Management; Interdisciplinary research in the social sciences; Human factors and ergonomics; General o multidisciplinar; Ergonomics; Economia; Ciencias sociales; Business and management; Administração pública e de empresas, ciências contábeis e turismo
Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
Direcció de correo del autor: amado.alarcon@urv.cat
ISSN: 1468005X
Fecha de alta del registro: 2025-02-19
Versión del articulo depositado: info:eu-repo/semantics/acceptedVersion
Referencia al articulo segun fuente origial: New Technology Work And Employment. 35 (1): 97-113
Referencia de l'ítem segons les normes APA: Alarcon, Amado; Ubalde, Josep; Mc Heyman, Josiah (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 Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
DOI del artículo: 10.1111/ntwe.12156
Entidad: Universitat Rovira i Virgili
Año de publicación de la revista: 2020
Tipo de publicación: Journal Publications
Repositori URV