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Ambiguous professionalism: managing efficiency and service quality in an Israeli call centre
Author(s) -
Raz Aviad E.,
Blank Elad
Publication year - 2007
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/j.1468-005x.2007.00185.x
Subject(s) - call centre , debriefing , covert , rhetoric , quality (philosophy) , public relations , business , service (business) , knowledge management , sociology , operations management , process management , engineering , political science , marketing , computer science , psychology , telecommunications , social psychology , linguistics , philosophy , epistemology
This case study examines the management of frontline employees in an Israeli call centre by focusing on the organisational rhetoric of ‘professionalism’ and the implementation of integrative human resource practices (debriefing, covert call monitoring, information and technology software, and a monthly bonus). This culture is critically explored as a ceremonial facade that covers the conventional quantity/quality tension.