Smiling down the line : info-service work in the global economy by Bob RussellCall Number: HE8788 .R87
ISBN: 9781442609815
Publication Date: 2009
"Invoking extensive labour force surveys and interviews from Australia and India, Russell examines employee representation, work intensity, stress, emotional labour, and job skills in the call centre work environment. The cross-national approach of Smiling Down the Line highlights the effects of globalization and scrutinizes the similarities and differences that exist in info-service work between different industries and in different countries." - Publisher