Women, social skill and interactive service work in telephone call centres |
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| Authors: | Vicki Belt Ranald Richardson & Juliet Webster |
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| Institution: | Centre for Urban and Regional Development Studies, University of Newcastle,;Employment Research Unit Trinity College, Dublin |
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| Abstract: | This paper contributes to current debates about gender, work and skill in the service economy, focusing specifically on the case of women's employment in telephone call centres. The paper asks whether call centre employers are capitalising on women's 'feminine' social skills, and examines the degree to which these skills are being developed, acknowledged and recognised. |
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