Disconnected
Call Center Workers Fight for Good Jobs in the Digital Age
Seiten
2024
University of Illinois Press (Verlag)
978-0-252-08815-5 (ISBN)
University of Illinois Press (Verlag)
978-0-252-08815-5 (ISBN)
Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas to sell products, and installed surveillance systems that tracked every call and keystroke.
Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance--combined with the decline of unions--narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change.
Perceptive and nuanced, Disconnected tells an overlooked story of service workers in a time of change.
Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance--combined with the decline of unions--narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change.
Perceptive and nuanced, Disconnected tells an overlooked story of service workers in a time of change.
Debbie J. Goldman is the former Research Director and Telecommunications Policy Director with the Communications Workers of America.
Preface and Acknowledgments
Abbreviations
Introduction
Before the Breakup
Becoming a Workforce of Resistance
Organizing to Block the Low Road Path
False Promises? Job Redesign through Union-Management Partnerships
Fighting for Job Security
Striking for Stress Relief
Epilogue
Appendix
Notes
Bibliography
Index
| Erscheinungsdatum | 08.08.2024 |
|---|---|
| Reihe/Serie | Working Class in American History |
| Zusatzinfo | 7 black & white photographs, 13 charts, 7 tables |
| Verlagsort | Baltimore |
| Sprache | englisch |
| Maße | 152 x 229 mm |
| Gewicht | 399 g |
| Themenwelt | Sozialwissenschaften ► Kommunikation / Medien ► Kommunikationswissenschaft |
| Technik ► Nachrichtentechnik | |
| Wirtschaft ► Volkswirtschaftslehre ► Makroökonomie | |
| ISBN-10 | 0-252-08815-8 / 0252088158 |
| ISBN-13 | 978-0-252-08815-5 / 9780252088155 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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Buch | Softcover (2022)
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CHF 39,15
Buch | Softcover (2024)
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