Ambiguous professionalism: Managing efficiency and service quality in an Israeli call centre

Aviad E. Raz; Elad Blank

doi:10.1111/j.1468-005X.2007.00185.x

Ambiguous professionalism: Managing efficiency and service quality in an Israeli call centre

Aviad E. Raz, Elad Blank

Research output: Contribution to journal › Article › peer-review

14 Scopus citations

Abstract

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.

Original language	English
Pages (from-to)	83-96
Number of pages	14
Journal	New Technology, Work and Employment
Volume	22
Issue number	1
DOIs	https://doi.org/10.1111/j.1468-005X.2007.00185.x
State	Published - 1 Mar 2007

ASJC Scopus subject areas

Human Factors and Ergonomics
Strategy and Management
Management of Technology and Innovation

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10.1111/j.1468-005X.2007.00185.x

Cite this

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abstract = "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.",

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Ambiguous professionalism: Managing efficiency and service quality in an Israeli call centre

Abstract

ASJC Scopus subject areas

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