- ホーム
- > 洋書
- > 英文書
- > Business / Economics
Full Description
Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas to sell products, and installed surveillance systems that tracked every call and keystroke.
Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance--combined with the decline of unions--narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change.
Perceptive and nuanced, Disconnected tells an overlooked story of service workers in a time of change.
Contents
Preface and Acknowledgments
Abbreviations
Introduction
Before the Breakup
Becoming a Workforce of Resistance
Organizing to Block the Low Road Path
False Promises? Job Redesign through Union-Management Partnerships
Fighting for Job Security
Striking for Stress Relief
Epilogue
Appendix
Notes
Bibliography
Index
