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Ambiguous Professionalism

其他書名	Managing Efficiency and Service Quality in an Israeli Call Centre
出版	SSRN, 2007
URL	http://books.google.com.hk/books?id=j2vazwEACAAJ&hl=&source=gbs_api

註釋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.