Ambiguous professionalism: managing efficiency and service quality in an Israeli call centre |
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| Authors: | Aviad E. Raz Elad Blank |
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| Affiliation: | Department of Behavioural Sciences, Ben-Gurion University of the Negev, Beer-Sheva, Israel; Department of Behavioral Sciences, Ben-Gurion University, Israel |
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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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