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Women, social skill and interactive service work in telephone call centres
Author(s) -
Belt Vicki,
Richardson Ranald,
Webster Juliet
Publication year - 2002
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/1468-005x.00091
Subject(s) - call centre , telephone call , service (business) , work (physics) , public relations , social work , psychology , sociology , business , political science , marketing , telecommunications , engineering , mechanical engineering , law
This paper contributes to current debates about gender, work and skill in the service economy, focusing specifically on the case of women’s employment in telephone call centres. The paper asks whether call centre employers are capitalising on women’s ‘feminine’ social skills, and examines the degree to which these skills are being developed, acknowledged and recognised.