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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| Format: | Article |
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Université Laval
2014-03-01
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| Series: | Communication |
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| Online Access: | http://journals.openedition.org/communication/4717 |
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Article |
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doaj-7404f8d37a8146daa8e8cfdc7f89d3e32021-09-20T06:34:31ZfraUniversité LavalCommunication1189-37881920-73442014-03-0132110.4000/communication.4717Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisienBenoît TineMohamed Ali ElhaouAt 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.http://journals.openedition.org/communication/4717teleoperatorcall centresocial disciplineSenegalTunisia |
| collection |
DOAJ |
| language |
fra |
| format |
Article |
| sources |
DOAJ |
| author |
Benoît Tine Mohamed Ali Elhaou |
| spellingShingle |
Benoît Tine Mohamed Ali Elhaou Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien Communication teleoperator call centre social discipline Senegal Tunisia |
| author_facet |
Benoît Tine Mohamed Ali Elhaou |
| author_sort |
Benoît Tine |
| title |
Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| title_short |
Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| title_full |
Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| title_fullStr |
Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| title_full_unstemmed |
Prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| title_sort |
prémices d’une industrialisation de la communication du téléacteur sénégalais et tunisien |
| publisher |
Université Laval |
| series |
Communication |
| issn |
1189-3788 1920-7344 |
| publishDate |
2014-03-01 |
| description |
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. |
| topic |
teleoperator call centre social discipline Senegal Tunisia |
| url |
http://journals.openedition.org/communication/4717 |
| work_keys_str_mv |
AT benoittine premicesduneindustrialisationdelacommunicationduteleacteursenegalaisettunisien AT mohamedalielhaou premicesduneindustrialisationdelacommunicationduteleacteursenegalaisettunisien |
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1717374862582874112 |