Please use this identifier to cite or link to this item: http://hdl.handle.net/10316/83470
Title: Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil
Authors: Costa, Hermes Augusto 
Costa, Elizardo Scarpati 
Keywords: Brazil; Call centres; Operators’ perceptions; Portugal; Precariousness
Issue Date: 27-Oct-2017
Publisher: SAGE
Serial title, monograph or event: European Journal of Industrial Relations
Volume: 24
Issue: 3
Abstract: We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil. We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre work.
URI: http://hdl.handle.net/10316/83470
ISSN: 0959-6801
1461-7129
DOI: 10.1177/0959680117736626
Rights: embargoedAccess
Appears in Collections:I&D CES - Artigos em Revistas Internacionais

Files in This Item:
File Description SizeFormat
Precariousness and call centre work.pdf102.25 kBAdobe PDFView/Open
Show full item record

SCOPUSTM   
Citations

1
checked on Jun 25, 2019

Page view(s)

32
checked on Sep 17, 2019

Download(s)

44
checked on Sep 17, 2019

Google ScholarTM

Check

Altmetric

Dimensions


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.