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Agentes do Call Centre e Identidade de Classe: Um estudo de caso em Joanesburgo

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Description

Este livro explora a identidade de classe dos agentes de call center em Joanesburgo. O meu interesse pelo tema surgiu de uma aparente contradição. Por um lado, tinha lido literatura sociológica que descrevia tais pessoas como pertencendo a um "proletariado de serviço". Por outro lado, a minha experiência como estudante a trabalhar num centro de atendimento telefónico foi que, na medida em que os agentes tinham uma identidade de classe, era como membros da 'classe média'. Embora exista agora um corpo considerável de literatura sobre centros de atendimento telefónico, há relativamente pouco sobre a África do Sul, apesar de ter agora a maior concentração destes locais de trabalho em qualquer parte do mundo. Além disso, a investigação abordou a questão da classe, em termos de posição de classe, a avaliação de um forasteiro, e não como identidade de classe, o próprio entendimento do agente da sua localização dentro de uma hierarquia social. Além disso, dado que os centros de chamadas estão na vanguarda da globalização, o que tornou possível a reorganização dos processos laborais, será possível que eles anunciem novas identidades de classe que se coadunem com uma estrutura de classe alterada? Ao investigar estas questões, foram estudados três centros de chamadas.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
05 April 2021
Listed Since
07 April 2021

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