The Diverging Convergence in ICT-driven Employment Relations :A Comparative Case Study of Korean Call Centers
DC Field | Value | Language |
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dc.contributor.author | Lee, Byoung-Hoon | - |
dc.contributor.author | Kwon, Hyunji | - |
dc.contributor.author | Kang, Hye-Young | - |
dc.date.available | 2019-07-24T03:03:12Z | - |
dc.date.issued | 2007-06 | - |
dc.identifier.issn | 1226-4059 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/29998 | - |
dc.description.abstract | This paper examines work and employment relations in call centers by drawing upon a case study of four different companies in the financial and telecommunications services. The call center industry, as a newly emerging sector driven by ICTs(Information and Communication Technologies), provides useful insights to explore how service work is organized as well as what consist of new employment relations. Our comparative study finds commonalities that employment systems of Korean call centers are converging toward a variant of low wage model which comprises externalization of employment relations, electronic work control, bureaucratic supervision, and quality-focused performance monitoring. At the same time, there are some inter-sectoral variations in the type of non-regular workers used, the extent of skill training, work control, and career development. This divergence can be explained by varying complexity and risks of their respective call center operations, such as the nature of service products, market competition, customer behavior, and statutory regulations.Kew word: call center, telecommunications service industry, finance industry, employment relations, diverging convergence, customer service representative | - |
dc.description.abstract | 이 연구는 금융 및 통신서비스업에서 4개의 사례연구를 통하여 새롭게 등장하는 콜센터 고용관계를 규명하고 있다. 정보통신기술(ICT)에 의해 영향을 받는 콜센터 작업장은 서비스 노동에 대한 본질과 고용관계의 특성에 대해 연구할 수 있는 중요한 계기를 제공한다. 이번 비교연구를 통하여 한국의 콜센터 고용관계가 소위 ‘저임금모델’에 수렴하고 있는 것으로 나타나는데, 세부적으로는 고용관계의 외부화, 전자감시, 관료적 감독, 그리고 서비스품질을 강조하는 모니터링체계의 특성을 가지고 있다. 이러한 수렴현상은 동시에, 고용관계의 세부 차원을 구성하는 숙련형성정도, 비정규직 활용의 형태, 작업통제, 경력개발 등에서 업종별 또는 회사별 차이를 보이고 있기도 하다. 이러한 분화현상의 원인으로는 각 콜센터 운영에서의 위험도와 복잡성의 정도, 그 회사 서비스 제품의 특성, 시장경쟁, 고객행동, 정부의 규제 등을 지적할 수 있다. | - |
dc.format.extent | 23 | - |
dc.publisher | 한국고용노사관계학회 | - |
dc.title | The Diverging Convergence in ICT-driven Employment Relations :A Comparative Case Study of Korean Call Centers | - |
dc.title.alternative | 정보통신부문의 고용관계 동질화에 관한 연구 : 한국 콜센터의 사례비교연구 | - |
dc.type | Article | - |
dc.identifier.bibliographicCitation | 산업관계연구, v.17, no.1, pp 39 - 61 | - |
dc.identifier.kciid | ART001065309 | - |
dc.description.isOpenAccess | N | - |
dc.citation.endPage | 61 | - |
dc.citation.number | 1 | - |
dc.citation.startPage | 39 | - |
dc.citation.title | 산업관계연구 | - |
dc.citation.volume | 17 | - |
dc.identifier.url | https://www.dbpia.co.kr/journal/articleDetail?nodeId=NODE01455316 | - |
dc.publisher.location | 대한민국 | - |
dc.subject.keywordAuthor | 콜센터 | - |
dc.subject.keywordAuthor | 통신산업 | - |
dc.subject.keywordAuthor | 금융산업 | - |
dc.subject.keywordAuthor | 고용관계 | - |
dc.subject.keywordAuthor | 분산수렴화 | - |
dc.subject.keywordAuthor | 고객서비스상담원 | - |
dc.subject.keywordAuthor | call center | - |
dc.subject.keywordAuthor | telecommunications service industry | - |
dc.subject.keywordAuthor | finance industry | - |
dc.subject.keywordAuthor | employment relations | - |
dc.subject.keywordAuthor | diverging convergence | - |
dc.subject.keywordAuthor | customer service representative | - |
dc.description.journalRegisteredClass | kci | - |
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