Please use this identifier to cite or link to this item:
https://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: | https://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 |
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