Berni, Alessia; Pezzillo Iacono, Mario; Martinez, Marcello - 2012
cases study of call center outsourced industry are presented. On one hand, we emphasize the bureaucratic nature of call … other hand, we observe a different image of call center: call center B can be described as a place where work is customized … illusions of change. We argue that in professional model (call center B), control institutionalized through technology is …