Öz
Bu çalışmanın amacı, Türkiye’de çağrı merkezi çalışanlarının, çalışma koşullarına karşı oluşturdukları kolektif tepkileri incelemek, Çağrı Merkezi Çalışanları Derneği (ÇMÇ-Der)’nin örgütsel deneyimlerini analiz etmek ve derneğin yeni bir aktör olarak çağrı merkezi çalışanlarının çıkarlarını temsil etmek konusundaki etkinliğini ve sürdürülebilirliğini tartışmaktır. Çalışmada derneğin kurucuları ve üyeleri ile odak grup görüşmeleri gerçekleştirilmiş ve daha önceki çalışmanın bulguları geliştirilmeye çalışılmıştır. Enformel örgütün oluşumunda rol oynayan direniş mekanizmaları ve işverence istenmeyen davranış biçimleri analiz edilmiş, Türk Endüstri İlişkileri sisteminde yeni bir örgütlenme biçimi olarak nitelenebilecek ÇMÇ-Der gibi örgütlerin sürdürülebilirliğine vurgu yapılmıştır. Ayrıca temsil edilmeyen çalışan gruplarını temsil edebilme kapasiteleri sorgulanmıştır.
Anahtar Kelimeler
Kolektif Tepki Çağrı merkezi Direniş Sendika Dışı Emek Örgütü
Kaynakça
- Ackroyd, S. and P. Thompson (1999) Organizational Misbehaviour, London: Sage.
- Bain P., P. Taylor, K. Gilbert and G. Gall (2004) “Failing to Organize- or Organizing to Fail? Challenge, Opportunity and the Limitations of Union Policy in Four Call Centres”, in G. Healy, E. Heery, P. Taylor and W. Brown (eds.), The Future of Worker Representation, Basingstoke: Palgrave, pp. 62-81.
- Bain, P. and P. Taylor (2008) “No Passage to India? Initial Responses of UK Trade Unions to Call Centre Offshoring”, Industrial Relations Journal, 39(1), pp.5-23.
- Belanger, J. and C. Thudorez (2010) “The Repertoire of Employee Opposition” in Paul Thompson and Chris Smith (eds.) Working Life-Renewing Labour Process Analysis, Basingstoke: Palgrave Macmillan, pp. 136-159. Benson, J. (2000) “Employee Voice in Union and Non- Union Australian Workplaces”, British Journal of Industrial Relations, 38(3), pp. 453-459.
- Callaghan, G., and P. Thompson (2001) “Edwardes revisited: Technical Control and Call Centres”, Economic and Industrial Democracy, 22 (1), pp.13–36.
- Collinson, D. and S. Ackroyd (2005) “Resistance, Misbehaviour and Dissent” in S. Ackroyd, R. Batt, P. Thompson and P.S. Tolbert (eds.) The Oxford Handbook of Work and Organization, Oxford: Oxford University Press, pp. 305-326.
- Deery, J. S., R. D. Iverson and J. T. Walsh (2009), “Coping Strategies in Call Centres: Work Intensity and the Role of Co-Workers and Supervisors”, British Journal of Industrial Relations, 48(1): 181-200.
- Dundon, T. and P. J. Gollan (2007) “Re-Conceptualizing Voice in the Non-Union Workplace”, International Journal of Human Resource Management, 18(7), pp 1182- 1198.
- Edwards, P.K. (1990) “Understanding Conflict in the Labour Process: The Logic and Autonomy of Struggle” İn D. Knights and H. Willmott (eds.), Labour Process Theory, London: Macmillan. Fine, Communities
- http://heinonline.org, Accessed on: 5.12.2012. of Dream”, At Edge the
Collective Responses of Call Center Workers in the Case of a Non-Union Worker Organization in Turkey
Öz
The aim of this paper is to explore the informal collective responses of call centre workers to the working conditions in Turkey , analysing the organizational experience of the Association of Call Centre Workers (ACCW) and to discover the effectiveness and sustainability of it as a new actor in representing the interests of call centre workers. Using focus groups, the emphasis was primarily on the motives of the founders and the members of the Association. This study aims to develop the initial findings. The conditions that generate the forms of dissent and misbehaviour underpinning the informal organization are analysed, alongside the consequences for the sustainability of new forms of organization such as ACCW within the Turkish employment relations context. The emphasis is mostly on their ability to represent the unrepresented ones.
Anahtar Kelimeler
call centers call center workers representation of interests non-union worker organizations
Kaynakça
- Ackroyd, S. and P. Thompson (1999) Organizational Misbehaviour, London: Sage.
- Bain P., P. Taylor, K. Gilbert and G. Gall (2004) “Failing to Organize- or Organizing to Fail? Challenge, Opportunity and the Limitations of Union Policy in Four Call Centres”, in G. Healy, E. Heery, P. Taylor and W. Brown (eds.), The Future of Worker Representation, Basingstoke: Palgrave, pp. 62-81.
- Bain, P. and P. Taylor (2008) “No Passage to India? Initial Responses of UK Trade Unions to Call Centre Offshoring”, Industrial Relations Journal, 39(1), pp.5-23.
- Belanger, J. and C. Thudorez (2010) “The Repertoire of Employee Opposition” in Paul Thompson and Chris Smith (eds.) Working Life-Renewing Labour Process Analysis, Basingstoke: Palgrave Macmillan, pp. 136-159. Benson, J. (2000) “Employee Voice in Union and Non- Union Australian Workplaces”, British Journal of Industrial Relations, 38(3), pp. 453-459.
- Callaghan, G., and P. Thompson (2001) “Edwardes revisited: Technical Control and Call Centres”, Economic and Industrial Democracy, 22 (1), pp.13–36.
- Collinson, D. and S. Ackroyd (2005) “Resistance, Misbehaviour and Dissent” in S. Ackroyd, R. Batt, P. Thompson and P.S. Tolbert (eds.) The Oxford Handbook of Work and Organization, Oxford: Oxford University Press, pp. 305-326.
- Deery, J. S., R. D. Iverson and J. T. Walsh (2009), “Coping Strategies in Call Centres: Work Intensity and the Role of Co-Workers and Supervisors”, British Journal of Industrial Relations, 48(1): 181-200.
- Dundon, T. and P. J. Gollan (2007) “Re-Conceptualizing Voice in the Non-Union Workplace”, International Journal of Human Resource Management, 18(7), pp 1182- 1198.
- Edwards, P.K. (1990) “Understanding Conflict in the Labour Process: The Logic and Autonomy of Struggle” İn D. Knights and H. Willmott (eds.), Labour Process Theory, London: Macmillan. Fine, Communities
- http://heinonline.org, Accessed on: 5.12.2012. of Dream”, At Edge the
Ayrıntılar
| Diğer ID | JA23CM99GB |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 1 Aralık 2013 |
| Yayımlandığı Sayı | Yıl 2013 Cilt: 15 Sayı: 4 |