Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien
At first glance, the work of phone operators at call centres seems to offer few insights into the study of communication within organizations. Two empirical studies in Senegal and Tunisia show both subtle and complex processes of social discipline at work in terms of customer relationship, informati...
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| Main Authors: | , |
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| Format: | Article |
| Language: | fra |
| Published: |
Université Laval
2014-03-01
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| Series: | Communication |
| Subjects: | |
| Online Access: | https://journals.openedition.org/communication/4717 |
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| Summary: | At first glance, the work of phone operators at call centres seems to offer few insights into the study of communication within organizations. Two empirical studies in Senegal and Tunisia show both subtle and complex processes of social discipline at work in terms of customer relationship, information overload and individuation. The authors analyze how the chain of command requires a high level of regulated communication, a system of communication at odds with two contradictory objectives : client satisfaction and productivity. |
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| ISSN: | 1189-3788 1920-7344 |