This article reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from 21 call centres in four Italian provinces. Rather than assuming a priori the existence of a single model of call-centre work organization, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain conditions
Bibliography
Includes bibliographical references
Notes
Online resource; title from home page (viewed on November 10, 2015)