What is a skilled job? Exploring worker perceptions of skill in two UK call centres
A current theme within debates over interactive service work is that many routine service jobs are ‘skilled’ because they require workers to perform ‘emotion work’ and ‘articulation work’. Drawing upon workers’ views of their skills in two ‘mass market’ call centres in the UK, the paper questions th...
| Main Authors: | , |
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| Format: | Working paper |
| Language: | English |
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ESRC Centre on Skills, Knowledge and Organisational Performance (SKOPE)
2008
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| Subjects: |