Summary information

Study title

Call Centre Work 2005

Creator

Koivunen, Tuija (University of Tampere)

Study number / PID

FSD2641 (FSD)

urn:nbn:fi:fsd:T-FSD2641 (URN)

10.60686/t-fsd2641 (DOI)

Data access

Restricted

Series

Individual datasets

Individual datasets that do not belong to any series.

Abstract

The data consist of theme interviews of employees and supervisors working in call centres. The main themes were employee commitment and interaction between staff members. Other topics included gender issues, pay and its significance for employment choice, customer relations, feedback, employee-management relations, and recruitment processes. The interviews were conducted in three call centre enterprises with locations in different parts of Finland. Several different interview shedules were used, depending on the person's role in the organisation. There were 55 interviewees. One participant was interviewed three times and another two times. Some interviewees volunteered, some were suggested by the management, and some were spontaneously chosen by the interviewers. The dataset is only available in Finnish.

Social sciencesWorking conditions

Customer serviceGenderJob satisfactionOccupational lifeSocial interactionWagesWorking conditions

Data collection period

24/03/2003 - 20/03/2006

Country

Finland

Time dimension

Cross-section

Analysis unit

Individual

Universe

People living in Finland and working in call centres

Sampling procedure

Non-probability: Purposive

Kind of data

Qualitative

Data collection mode

Face-to-face interview

Publisher

Finnish Social Science Data Archive

Publication year

2011

Terms of data access

The dataset is (C) available only for research including master's theses.

Koivunen, Tuija (2007). Embodied Voice and Embodied Differences in Call Centre Work. Linköping Electronic Conference Proceedings, Issue 25. Linköping: Linköping University Electronic Press, pp. 317-327.
Koivunen, Tuija (2010). Practicing power and gender in the field. Learning from interview refusals. Journal of Contemporary Ethnography, 39:6, 682-708.
Koivunen, Tuija (2011). Gender in Call Centre Work. Acta Universitatis Tamperensis 1680. Tampere: Tampere University Press. http://urn.fi/urn:isbn:978-951-44-8634-0
Koivunen, Tuija (2004) Työhön sitoutuminen yhteyskeskuksessa.Sosiaalipolitiikan pro gradu -tutkielma. Tampere: Tampereen yliopisto.
Koivunen, Tuija (2006). Asiakastyön ruumiillisuus yhteyskeskuksissa. Työelämän tutkimus (4) 1, 1-11.
Koivunen, Tuija (2007). Lehtitilausten puhelinmyynnin kulttuurinen mielikuva ja jokapäiväinen työ. Yhteiskuntapolitiikka (72) 3, 321-329
Koivunen, Tuija (2010) Alue, organisaatio ja naistyöntekijät: kolme näkökulmaa sitoutumiseen. Alue ja Ympäristö, 39:2, 16-26.
Koivunen, Tuija (2013). Miesjohtajien yhteisyys uuden talouden yrityksessä. Naistutkimus-Kvinnoforskning, 26:2, 17-28.
Hilska, Tero (2018). "Pyritään siihen työn semmoseen järkevöittämiseen". McDonaldisaation kokeminen yhteyskeskustyössä. Helsinki: Helsingin Yliopisto. Sosiologian pro gradu -tutkielma. http://urn.fi/URN:NBN:fi:hulib-201807022890
Sinikallio, Elisa (2019) Näkökulma ratkaisee. Tutkimus työntekijöiden ilmapiirihavaintojen eroista kolmessa yhteyskeskusorganisaatiossa. Sosiaalipsykologian pro gradu -tutkielma. Tampere: Tampereen yliopisto. http://urn.fi/URN:NBN:fi:tuni-201904011448