SavedAdd your journal

Journals / Çalışma ve Toplum / 2009 / Cilt: 1 - Sayı: 20

Göründüğü Gibi Olamamak Ya Da Olduğu Gibi Görünememek: Çağrı Merkezlerinde Duygusal Emek

Fuat MAN
Cihan SELEK ÖZ
Pages
75–94
Publication Date
2009-01-01
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

In this essay, we will deal with some reflections of emotional labour by examinig two call centres in banking sector

📌 3 Key Takeaways

🎯
Objective & Hypothesis:While the disenchanted modern world throw emotions out of all analysis and readings, social formation of capitalism has not hesitated to use these outed components as a tool for its profit.
📊
Key Findings & Data:The human dimension has been disregarded in modern age, but the behavioral school paid attention to this dimension.
💡
Conclusion & Impact:In this essay, we will deal with some reflections of emotional labour by examinig two call centres in banking sector
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:labour process · emotional labour · call centres

Abstract

While the disenchanted modern world throw emotions out of all analysis and readings, social formation of capitalism has not hesitated to use these outed components as a tool for its profit. The human dimension has been disregarded in modern age, but the behavioral school paid attention to this dimension. Behavioral school’s attention has made this dimension very populer at the end of the twentieth century. Customer-focused view, steadily increasing of service works, and that these type of works become the main referance have gave rise to that emotions of workers gain a core position in organisations. What expected from the workers at this point is to compress their real emotions and serve for customers by using some masks which ensure the enjoyment of customers. But this process has resulted in an alienation way occuring between the workers and their emotions. In this essay, we will deal with some reflections of emotional labour by examinig two call centres in banking sector

Özet

Not Beıng Able To Be Who You Look Lıke Or Not Beeıng Able To Look Lıke Who You Are: Emotıonal Labour In Call

🔖

Cite This Article

MAN, F., ÖZ, C. S. (2009). Göründüğü Gibi Olamamak Ya Da Olduğu Gibi Görünememek: Çağrı Merkezlerinde Duygusal Emek. Çalışma ve Toplum, Cilt: 1 - Sayı: 20, 75–94. https://ajindex.com/articles/725949

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (15)

  1. Abraham, Margaret. (2008); “Globalization and the Call Center Industry”, International Sociology, 23(2): 197-210
  2. Akalın, Ayşe. (2007); “Duygulanım ve Duygulanımsal Emek Üzerine Notlar”, Birikim No 217 içinde sf. 114-121
  3. Bauman, Zygmunt. (1998);
  4. Work, Consumerism and the New Poor, UK: Open University Press Bellas, Marcia L. (1999); “Emotional Labour in Academia: The Case of Professors”, The ANNALS of the American Academy of Political and Social Science, No. 561: 96-110
  5. Bernauer, James W. (2005); Foucault'nun Özgürlük Serüveni: Bir Düşünce Etiğine Doğru, Çev. İsmail Türkmen, İstanbul:
  6. Ayrıntı Bolton, Sharon. (2005);
  7. Emotion Management in the Workplace, Gordonsville, VA, USA: Palgrave Macmillan Brown, Richard K. (1992); Understanding Industrial Organisations: Theoretical Perspectives in Industrial Sociology, Routledge, London Castells, Manuel. (2000); The Information Age: Economy, Society and Culture, Vol. I: The Rise of the Network Society, WileyBlackwell Cross, Christine, Gillian Barry, ve Thomas N. Garavan. (2008); “The Psychological Contract in Call Centres: An Employee Perspective”, Journal of Industrial Relations, 50(2): 229-242 D’Cruz, Premilla ve Ernesto Noronha. (2008); “Doing Emotional Labour: The Experiences of Indian Call Centre Agents”, Global Business Review, No. 9: 131-147
  8. Egan, R. Danielle. (2005); “Emotional Consumption: Mapping Love and Masochism in an Exotic Dance Club”, Body Society, No. 11(4): 87-108
  9. Estebanshade, Jill Louise. (2004), “Monitoring Sweatshop: Workers, Consumers, and the Global Apparel Industry”, Philadelphia: Temple University Press Fisher, Michael. (2004), “The Crisis of Civil Service Trade Unionism: A Case Study of Call Centre Development in a Civil Service Agency”, Work, Employment and Society, Vol. 18(1): 157-177
  10. Friedman, Andy. (1977), “Responsible Autonomy Versus Direct Control Over the Labour Process”, Capital and Class, Vol. 1 Guerrier, Yvonne ve Amel Adib. (2003); “Work at Leisure and Leisure at Work: A Study of Emotional Labour of Tour Reps”, Human Relations, No. 56(11): 1399-1417
  11. Hannif, Zeenobiyah, John Burgess ve Julia Connell. (2008); “Call Centres and the Quality of Work Life: Towards s Research Agenda”, Journal of Industrial Relations, No. 50 (2): 271-284
  12. Heaton, Herbert. (2005);
  13. Avrupa İktisat Tarihi, Çev. M. Ali Kılıçbay, Osman Aydoğuş, Ankara:
  14. Paragraf. Herriot, Peter. (2001); “The Employment Relationship: A Psychological Perspective”, London: Routledge Hobsbowm, Eric J. (2000);
  15. Sanayi ve İmparatorluk, Çe