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Invisible work, invisible skills: interactive customer service as articulation work
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“Concerns over control, surveillance and possibilities for worker resistance were central to key debates around call centres (Bain and Taylor 2000), along with emerging debates over 'soft skills' associated with interactive service work (Hampson and Junor 2005).”
From Reflecting on 40 Years of New Technology, Work and Employment: Insights From the Current Editors on the Past and Prospects for the Future (2026) · cites this paper as Hampson and Junor 2005
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Cites
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Schot, E., Tummers, L., & Noordegraaf, M. (2020) · Journal of Interprofessional Care · doi:10.1080/13561820.2019.1636007 · Cited by 579
Designing Ground Truth and the Social Life of Labels
Muller, M., Wolf, C. T., Andres, J., Desmond, M., Joshi, N. N., Ashktorab, Z., Sharma, A., Brimijoin, K., Pan, Q., Duesterwald, E., et al. (2021) · Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3411764.3445402 · Cited by 83
High-Touch and Here-to-Stay: Future Skills Demands in US Low Wage Service Occupations
Gatta, M., Boushey, H., & Appelbaum, E. (2009) · Sociology · doi:10.1177/0038038509340735 · Cited by 75
The Perils and Promises of Self-Disclosure on Social Media
Richey, M., Gonibeed, A., & Ravishankar, M. N. (2018) · Information Systems Frontiers · doi:10.1007/s10796-017-9806-7 · Cited by 66
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Metadata
- Authors
- Hampson, I., & Junor, A.
- Venue
- New Technology, Work and Employment
- Publisher
- Wiley
- Published
- 2005-07
- Volume
- 20
- Issue
- 2
- Pages
- 166-181
- ISSN
- 0268-1072
- 1468-005X
- Cited by
- 106
- References
- 1
- Language
- en
- Licence
- doi.wiley.com/10.1002/tdm_license_1.1 (tdm, 3714 d)
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.