Organizzazione e pratiche di lavoro nei call center in Italia
The paper deals with labour organization within call centres in Italy. In particular, by considering the ongoing significant social, political and economic changes, the impact of the financial crisis, the restructuring process of industries as well as the great diffusion of enterprises within the se...
Gardado en:
| Publicado en: | URI:https://journals.openedition.org/qds, |
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| Autor Principal: | |
| Formato: | Article ou chapitre numérique |
| Idioma: | Italien |
| Publicado: |
Quaderni di Sociologia
2016
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| Acceso en liña: | Accès Université d'Orléans et IFPM Accès Université d'Orléans et IFPM |
| Résumé: | The paper deals with labour organization within call centres in Italy. In particular, by considering the ongoing significant social, political and economic changes, the impact of the financial crisis, the restructuring process of industries as well as the great diffusion of enterprises within the service sector, it becomes particularly interesting to look at insight organizational processes and labour practices within call centres. The paper aims to contribute to the sociological debate on labour within this new form of organization and on its impact on the so called knowledge economy. Using data from a recent research carried out on over 1700 Italian private and public call centres located in four areas of the country, we explore the main features such as the role and characteristics of the workers, working conditions, human resource strategies, employment relations, organizational environment, drawing also attention to the impact of different contexts on labour organization an practices. |
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