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Göründüğü Gibi Olamamak Ya Da Olduğu Gibi Görünememek: Çağrı Merkezlerinde Duygusal Emek

Year 2009, Volume: 1 Issue: 20, 75 - 94, 01.01.2009

Fuat Man Cihan Selek Öz

Abstract

Not Beıng Able To Be Who You Look Lıke Or Not Beeıng Able To Look Lıke Who You Are: Emotıonal Labour In Call

References

  • Abraham, Margaret. (2008); “Globalization and the Call Center Industry”, International Sociology, 23(2): 197-210
  • Akalın, Ayşe. (2007); “Duygulanım ve Duygulanımsal Emek Üzerine Notlar”, Birikim No 217 içinde sf. 114-121
  • Bauman, Zygmunt. (1998); Work, Consumerism and the New Poor, UK: Open University Press
  • Bellas, Marcia L. (1999); “Emotional Labour in Academia: The Case of Professors”, The ANNALS of the American Academy of Political and Social Science, No. 561: 96-110
  • Bernauer, James W. (2005); Foucault'nun Özgürlük Serüveni: Bir Düşünce Etiğine Doğru, Çev. İsmail Türkmen, İstanbul: Ayrıntı
  • Bolton, Sharon. (2005); Emotion Management in the Workplace, Gordonsville, VA, USA: Palgrave Macmillan
  • Brown, Richard K. (1992); Understanding Industrial Organisations: Theoretical Perspectives in Industrial Sociology, Routledge, London
  • Castells, Manuel. (2000); The Information Age: Economy, Society and Culture, Vol. I: The Rise of the Network Society, WileyBlackwell
  • Cross, Christine, Gillian Barry, ve Thomas N. Garavan. (2008); “The Psychological Contract in Call Centres: An Employee Perspective”, Journal of Industrial Relations, 50(2): 229-242
  • D’Cruz, Premilla ve Ernesto Noronha. (2008); “Doing Emotional Labour: The Experiences of Indian Call Centre Agents”, Global Business Review, No. 9: 131-147
  • Egan, R. Danielle. (2005); “Emotional Consumption: Mapping Love and Masochism in an Exotic Dance Club”, Body Society, No. 11(4): 87-108
  • Estebanshade, Jill Louise. (2004), “Monitoring Sweatshop: Workers, Consumers, and the Global Apparel Industry”, Philadelphia: Temple University Press
  • Fisher, Michael. (2004), “The Crisis of Civil Service Trade Unionism: A Case Study of Call Centre Development in a Civil Service Agency”, Work, Employment and Society, Vol. 18(1): 157-177
  • Friedman, Andy. (1977), “Responsible Autonomy Versus Direct Control Over the Labour Process”, Capital and Class, Vol. 1
  • Guerrier, Yvonne ve Amel Adib. (2003); “Work at Leisure and Leisure at Work: A Study of Emotional Labour of Tour Reps”, Human Relations, No. 56(11): 1399-1417
  • Hannif, Zeenobiyah, John Burgess ve Julia Connell. (2008); “Call Centres and the Quality of Work Life: Towards s Research Agenda”, Journal of Industrial Relations, No. 50 (2): 271-284
  • Heaton, Herbert. (2005); Avrupa İktisat Tarihi, Çev. M. Ali Kılıçbay, Osman Aydoğuş, Ankara: Paragraf.
  • Herriot, Peter. (2001); “The Employment Relationship: A Psychological Perspective”, London: Routledge
  • Hobsbowm, Eric J. (2000); Sanayi ve İmparatorluk, Çev. Abdullah Ersoy, Ankara: Dost Hochschild, Arlie Russel. (1983); The Managed Heart:
  • Commercialization of Human Feeling, University of California Press
  • Hochschild, Arlie Russel. (1997); “The Sociology of Emotion as a Way of Seeing” Emotions in Social Life: Critical Themes and Contemporary Issues, (Ed. Gillian Bendlow) içinde s. 3-15, Florence, KY, USA: Routledge
  • Holman, David ve Sue Fernei. (2002); “Can I Help You? Call Centres and Job Satification”, Social Change, (Eds. Tim Jodan ve Steve Pile) içinde sf. 134- 137, Blacwell
  • Holst, Hajo. (2008); “The Political Economy of Trade Unions Strategies in Austria and Germany: The Case of Call Centres”, European Journal of Industrial Relations, 14(1): 25-45
  • Huberman, Leo. (1995); Feodal Toplumdan Yirminci Yüzyıla, Çev. Murat Belge, İstanbul: İletişim.
  • Koçel, Tamer. (2005); “İşletme Yöneticiliği” 10. Baskı, İstanbul: Arıkan
  • Mastracci, Sharon H., Meredith A. Newman ve Mary E. Guy. (2006); “Appraising Emotion Work: Determining Whether Emotional Labour is Valued in Government Jobs”, The American Review of Public Administration, No. 36(2): 123-138
  • Mears, Ashley ve William Finlay. (2005); “Not Just a Paper Doll: How Models Manage Bodily Capital and Why They Perform Emotional Labour”, Journal of Contemporary Ethnography, No. 34(3): 317-343
  • Milliyet Pazar. (2006); “Pardon Sizi İnsan Sandım, Robotmuşsunuz” Milliyet http://www.milliyet.com.tr/2006/11/27/pazar/paz01.html) 26/11/2007, (Erişim Tarihi: 10/05/2007
  • Ng, Cecilia ve Swasti Mitter. (2005); “Valuing Women’s Voice: Call Centre Workers in Malaysia and India”, Gender Technology and Development, 9 (2): 209: 233
  • Ogbonna, Emmanuel ve Lloyd C. Haris. (2004); “Work Intensification and Emotional Labour among UK University Lecturers: An Exploratory Study”, Organization Studies, No. 25 (7): 1185-1203
  • Özdemir, Gamze Yücesan. (2001); “Emek Süreci Teorisi ve Türkiye’de Emek Süreci Çalışmaları Üzerine Bir Değerlendirme”, 7. Sosyal Bilimler Kongresi, ODTÜ, Ankara.
  • Pal, Mahuya ve Patrice Buzzanell. (2008); “The Indian Call Center Experience: A Case Study in Changing Discourse of Identity, Identification and Career in a Global Context”, Journal of Business Communication, 45(1): 31-60
  • Parvez, Z. Fareen. (2006); “The Labour of Pleasure: How Perception of Emotional Labour Impact Women’s Enjoyment of Pornography”, Gender & Society, No. 20(5): 605-631
  • Poynter, Gavin. (2002); “Emotions in the Labour Process” The European Jurnal of Psychotheropy, Counselling & Health, Vol. 5, No. 3, September 2002, p. 247-261.
  • Richardson, Tim. (2005); “Call Centre Workers Face Voice Health Scare” Channel Register, 20 Jun 2005, (Erişim Tarihi: 07/02/2007, http://www.channelregister.co.uk/2005/06/20/unison_voice/)
  • Rupp, Deborah E., A. Silke McCane, Sharmin Spencer, Karlheinz Sonntag. (2008); “Customer (in) Justice and Emotional Labour: The Role of Perspective Taking, Anger, and Emotional Regulation” Management, 34(5): 903-924 Journal of
  • Rusell, Bob. (2002); “The Talk Shop and Shop Talk: Employment and Work in a Call Centre”, Journal of Industrial Relations, 44(4): 467-490
  • Sandiford, Peter John ve Diane Seymour. (2002); “Emotional Labour in Public Houses: Reflections on a Pilot Study” Journal of Hospitality & Tourism Research, No. 26(1): 50-70
  • Seçer, H. Şebnem. (2005); “Çalışma Yaşamında Duygular ve Duygusal Emek: Sosyoloji, Psikoloji ve Örgüt Teorisi Açısından Bir Değerlendirme” Sosyal Siyaset Konferansları 50. Kitap, Sy. 813-834
  • Shuler, Sherianne ve Beverly Davenport Sypher. (2000); “Seeking Emotional Labour: When Managing the Heart Enhances the Work Experience”, Management Communication Quarterly, No. 14(1): 50-89
  • Soares, Angelo. (2003); “Tears at Work: Gender, Interaction, and the Emotional Labour”, Just Labour, Vol. 2, Spring.
  • Steinberg, Ronnie J. ve Deborah M. Figart. (1999); “Emotional Labour since the Managed Heart” The ANNALS of the American Academy of Political and Social Science, No. 561: 8-26
  • Taylor, Friedrick W. (2005); Bilimsel Yönetimin İlkeleri, Çev. H. Bahadır Akın, Ankara: Adres
  • Taylor, Phil ve Peter Bain. (2005); “India Calling to the Far Away Towns: The Call Centre Labour Process and Globalization”, Work, Employment and Society, Vol. 19(2): 261-282
  • Toerien, Merran ve Celia Kitzinger. (2007a); “Emotional Labour in Action: Navigating Multiple Involvements in the Beauty Salon”, Sociology, No. 41(4): 645-662
  • Toerien, Merran ve Celia Kitzinger. (2007b); “II. Emotional Labour in the Beauty Salon: Turn Design of Task-directed Talk”, Feminism Psychology, No. 17(2): 162-172
  • Toffler, Alvin. (1981); Şok (Çeviri: Selami Sargut), İstanbul: Altın Kitaplar
  • Townsend, Keith. (2008); “Do Production Employees Engage in Emotional Labour?”, Journal of Industrial Relations, No. 50(1): 175-180
  • Yüzbaşıoğlu, Sevda. (2008); “Call centers move east”, Turkish Daily News, 06.10.2008 erişim tarihi 04.11.2008
  • Yılmaz, Gözde ve Aşkın Keser. (2006); “Call Center Work from Employer and Employee Perspective: Two Field Studies from Turkish Banking Sector” İş, Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, Cilt 8, Sayı 2, Haziran

Year 2009, Volume: 1 Issue: 20, 75 - 94, 01.01.2009

Fuat Man Cihan Selek Öz

Abstract

While the disenchanted modern world throw emotions out of all analysis and readings, social formation of capitalism has not hesitated to use these outed components as a tool for its profit. The human dimension has been disregarded in modern age, but the behavioral school paid attention to this dimension. Behavioral school’s attention has made this dimension very populer at the end of the twentieth century. Customer-focused view, steadily increasing of service works, and that these type of works become the main referance have gave rise to that emotions of workers gain a core position in organisations. What expected from the workers at this point is to compress their real emotions and serve for customers by using some masks which ensure the enjoyment of customers. But this process has resulted in an alienation way occuring between the workers and their emotions. In this essay, we will deal with some reflections of emotional labour by examinig two call centres in banking sector

Keywords

labour process emotional labour call centres modernity and emotions

References

  • Abraham, Margaret. (2008); “Globalization and the Call Center Industry”, International Sociology, 23(2): 197-210
  • Akalın, Ayşe. (2007); “Duygulanım ve Duygulanımsal Emek Üzerine Notlar”, Birikim No 217 içinde sf. 114-121
  • Bauman, Zygmunt. (1998); Work, Consumerism and the New Poor, UK: Open University Press
  • Bellas, Marcia L. (1999); “Emotional Labour in Academia: The Case of Professors”, The ANNALS of the American Academy of Political and Social Science, No. 561: 96-110
  • Bernauer, James W. (2005); Foucault'nun Özgürlük Serüveni: Bir Düşünce Etiğine Doğru, Çev. İsmail Türkmen, İstanbul: Ayrıntı
  • Bolton, Sharon. (2005); Emotion Management in the Workplace, Gordonsville, VA, USA: Palgrave Macmillan
  • Brown, Richard K. (1992); Understanding Industrial Organisations: Theoretical Perspectives in Industrial Sociology, Routledge, London
  • Castells, Manuel. (2000); The Information Age: Economy, Society and Culture, Vol. I: The Rise of the Network Society, WileyBlackwell
  • Cross, Christine, Gillian Barry, ve Thomas N. Garavan. (2008); “The Psychological Contract in Call Centres: An Employee Perspective”, Journal of Industrial Relations, 50(2): 229-242
  • D’Cruz, Premilla ve Ernesto Noronha. (2008); “Doing Emotional Labour: The Experiences of Indian Call Centre Agents”, Global Business Review, No. 9: 131-147
  • Egan, R. Danielle. (2005); “Emotional Consumption: Mapping Love and Masochism in an Exotic Dance Club”, Body Society, No. 11(4): 87-108
  • Estebanshade, Jill Louise. (2004), “Monitoring Sweatshop: Workers, Consumers, and the Global Apparel Industry”, Philadelphia: Temple University Press
  • Fisher, Michael. (2004), “The Crisis of Civil Service Trade Unionism: A Case Study of Call Centre Development in a Civil Service Agency”, Work, Employment and Society, Vol. 18(1): 157-177
  • Friedman, Andy. (1977), “Responsible Autonomy Versus Direct Control Over the Labour Process”, Capital and Class, Vol. 1
  • Guerrier, Yvonne ve Amel Adib. (2003); “Work at Leisure and Leisure at Work: A Study of Emotional Labour of Tour Reps”, Human Relations, No. 56(11): 1399-1417
  • Hannif, Zeenobiyah, John Burgess ve Julia Connell. (2008); “Call Centres and the Quality of Work Life: Towards s Research Agenda”, Journal of Industrial Relations, No. 50 (2): 271-284
  • Heaton, Herbert. (2005); Avrupa İktisat Tarihi, Çev. M. Ali Kılıçbay, Osman Aydoğuş, Ankara: Paragraf.
  • Herriot, Peter. (2001); “The Employment Relationship: A Psychological Perspective”, London: Routledge
  • Hobsbowm, Eric J. (2000); Sanayi ve İmparatorluk, Çev. Abdullah Ersoy, Ankara: Dost Hochschild, Arlie Russel. (1983); The Managed Heart:
  • Commercialization of Human Feeling, University of California Press
  • Hochschild, Arlie Russel. (1997); “The Sociology of Emotion as a Way of Seeing” Emotions in Social Life: Critical Themes and Contemporary Issues, (Ed. Gillian Bendlow) içinde s. 3-15, Florence, KY, USA: Routledge
  • Holman, David ve Sue Fernei. (2002); “Can I Help You? Call Centres and Job Satification”, Social Change, (Eds. Tim Jodan ve Steve Pile) içinde sf. 134- 137, Blacwell
  • Holst, Hajo. (2008); “The Political Economy of Trade Unions Strategies in Austria and Germany: The Case of Call Centres”, European Journal of Industrial Relations, 14(1): 25-45
  • Huberman, Leo. (1995); Feodal Toplumdan Yirminci Yüzyıla, Çev. Murat Belge, İstanbul: İletişim.
  • Koçel, Tamer. (2005); “İşletme Yöneticiliği” 10. Baskı, İstanbul: Arıkan
  • Mastracci, Sharon H., Meredith A. Newman ve Mary E. Guy. (2006); “Appraising Emotion Work: Determining Whether Emotional Labour is Valued in Government Jobs”, The American Review of Public Administration, No. 36(2): 123-138
  • Mears, Ashley ve William Finlay. (2005); “Not Just a Paper Doll: How Models Manage Bodily Capital and Why They Perform Emotional Labour”, Journal of Contemporary Ethnography, No. 34(3): 317-343
  • Milliyet Pazar. (2006); “Pardon Sizi İnsan Sandım, Robotmuşsunuz” Milliyet http://www.milliyet.com.tr/2006/11/27/pazar/paz01.html) 26/11/2007, (Erişim Tarihi: 10/05/2007
  • Ng, Cecilia ve Swasti Mitter. (2005); “Valuing Women’s Voice: Call Centre Workers in Malaysia and India”, Gender Technology and Development, 9 (2): 209: 233
  • Ogbonna, Emmanuel ve Lloyd C. Haris. (2004); “Work Intensification and Emotional Labour among UK University Lecturers: An Exploratory Study”, Organization Studies, No. 25 (7): 1185-1203
  • Özdemir, Gamze Yücesan. (2001); “Emek Süreci Teorisi ve Türkiye’de Emek Süreci Çalışmaları Üzerine Bir Değerlendirme”, 7. Sosyal Bilimler Kongresi, ODTÜ, Ankara.
  • Pal, Mahuya ve Patrice Buzzanell. (2008); “The Indian Call Center Experience: A Case Study in Changing Discourse of Identity, Identification and Career in a Global Context”, Journal of Business Communication, 45(1): 31-60
  • Parvez, Z. Fareen. (2006); “The Labour of Pleasure: How Perception of Emotional Labour Impact Women’s Enjoyment of Pornography”, Gender & Society, No. 20(5): 605-631
  • Poynter, Gavin. (2002); “Emotions in the Labour Process” The European Jurnal of Psychotheropy, Counselling & Health, Vol. 5, No. 3, September 2002, p. 247-261.
  • Richardson, Tim. (2005); “Call Centre Workers Face Voice Health Scare” Channel Register, 20 Jun 2005, (Erişim Tarihi: 07/02/2007, http://www.channelregister.co.uk/2005/06/20/unison_voice/)
  • Rupp, Deborah E., A. Silke McCane, Sharmin Spencer, Karlheinz Sonntag. (2008); “Customer (in) Justice and Emotional Labour: The Role of Perspective Taking, Anger, and Emotional Regulation” Management, 34(5): 903-924 Journal of
  • Rusell, Bob. (2002); “The Talk Shop and Shop Talk: Employment and Work in a Call Centre”, Journal of Industrial Relations, 44(4): 467-490
  • Sandiford, Peter John ve Diane Seymour. (2002); “Emotional Labour in Public Houses: Reflections on a Pilot Study” Journal of Hospitality & Tourism Research, No. 26(1): 50-70
  • Seçer, H. Şebnem. (2005); “Çalışma Yaşamında Duygular ve Duygusal Emek: Sosyoloji, Psikoloji ve Örgüt Teorisi Açısından Bir Değerlendirme” Sosyal Siyaset Konferansları 50. Kitap, Sy. 813-834
  • Shuler, Sherianne ve Beverly Davenport Sypher. (2000); “Seeking Emotional Labour: When Managing the Heart Enhances the Work Experience”, Management Communication Quarterly, No. 14(1): 50-89
  • Soares, Angelo. (2003); “Tears at Work: Gender, Interaction, and the Emotional Labour”, Just Labour, Vol. 2, Spring.
  • Steinberg, Ronnie J. ve Deborah M. Figart. (1999); “Emotional Labour since the Managed Heart” The ANNALS of the American Academy of Political and Social Science, No. 561: 8-26
  • Taylor, Friedrick W. (2005); Bilimsel Yönetimin İlkeleri, Çev. H. Bahadır Akın, Ankara: Adres
  • Taylor, Phil ve Peter Bain. (2005); “India Calling to the Far Away Towns: The Call Centre Labour Process and Globalization”, Work, Employment and Society, Vol. 19(2): 261-282
  • Toerien, Merran ve Celia Kitzinger. (2007a); “Emotional Labour in Action: Navigating Multiple Involvements in the Beauty Salon”, Sociology, No. 41(4): 645-662
  • Toerien, Merran ve Celia Kitzinger. (2007b); “II. Emotional Labour in the Beauty Salon: Turn Design of Task-directed Talk”, Feminism Psychology, No. 17(2): 162-172
  • Toffler, Alvin. (1981); Şok (Çeviri: Selami Sargut), İstanbul: Altın Kitaplar
  • Townsend, Keith. (2008); “Do Production Employees Engage in Emotional Labour?”, Journal of Industrial Relations, No. 50(1): 175-180
  • Yüzbaşıoğlu, Sevda. (2008); “Call centers move east”, Turkish Daily News, 06.10.2008 erişim tarihi 04.11.2008
  • Yılmaz, Gözde ve Aşkın Keser. (2006); “Call Center Work from Employer and Employee Perspective: Two Field Studies from Turkish Banking Sector” İş, Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, Cilt 8, Sayı 2, Haziran
There are 50 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Fuat Man This is me

Cihan Selek Öz This is me

Publication Date January 1, 2009
Published in Issue Year 2009 Volume: 1 Issue: 20

Cite

APA Man, F., & Selek Öz, C. (2009). Göründüğü Gibi Olamamak Ya Da Olduğu Gibi Görünememek: Çağrı Merkezlerinde Duygusal Emek. Çalışma Ve Toplum, 1(20), 75-94.
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