Does economic upgrading lead to social upgrading in contact centers? Evidence from South Africa
Does economic upgrading lead to social upgrading in contact centers? Evidence from South Africa
复制标题
经济升级是否会导致联络中心的社会升级？
DOI：
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复制
发表时间：
2019
影响因子：
1.7
通讯作者：
Mark Graham
中科院分区：
文献类型：
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作者：
Mohammad Amir Anwar;Mark Graham
摘要业务流程外包(BPO)被南非政府视为创造就业的关键。业务流程外包业务相当自由，该行业对工作场所控制和高自然减员水平的高度关注意味着，业务流程外包行业对南非工人的发展潜力是一个令人严重关切的问题。本文使用全球生产网络(GPN)框架来了解南非工人联系中心工作的发展潜力。关键的论点是，呼叫中心公司之间的经济升级可能会导致员工的社会升级和降级。
ABSTRACT Business process outsourcing (BPO) is seen by the South African government as key to employment generation. BPO operations are reasonably footloose and the industry’s immense focus on workplace control and high levels of attrition means that the development potential of the BPO industry on workers in South Africa is a matter of critical concern. This article uses the global production network (GPN) framework to understand the developmental potentials of contact center jobs for workers in South Africa. The key argument is that economic upgrading among contact center firms can lead to both social upgrading and downgrading among workers.
影响因子：
7
作者：
Foster, Christopher;Graham, Mark;Friederici, Nicolas
通讯作者：
Friederici, Nicolas