Call centres and job satisfaction in Italy: employment conditions and socio-biographical patterns

ABSTRACT

The article examines job satisfaction in 21 Italian call centres. The results of research carried out on 1715 handlers indicate how dissatisfaction prevails among call centre representatives (CCRs) and how it is influenced by aspects related to some organisational characteristics (service delivered, size and organisational typology), on one side, and to different aspects of working conditions (contract, wage and tenure) and participants’ biographical and working profiles of CCRs (gender, age, educational attainment), on the others. However, the most interesting finding emerges by distinguishing different dimensions of job satisfaction (extrinsic and intrinsic-relational). In particular, the relationship between type of contract and job satisfaction is rather interesting. For non-permanent workers, in fact, the probability of being dissatisfied is decidedly greater if we consider the extrinsic dimension of job satisfaction. Instead, when the intrinsic-relational dimension is taking into account, atypical workers are no more dissatisfied than the permanent ones. Job insecurity and limited perspectives in terms of work alternatives, safeguards and rewards, seem to be the source of greatest dissatisfaction for Italian CCRs. This certainly does not surprise considering the Italian development model and its dualistic labour market, highly segmented between insiders and outsiders.     

Indicator development as a site of collective imagination? The case of European Commission policies on the circular economy

ABSTRACT

In recent years the concept of the circular economy gained prominence in EU policy-making. The circular economy promotes a future in which linear ‘make-use-dispose’ cultures are replaced by more circular models. In this paper, we use the concept of sociotechnical imaginaries to ask how an imaginary of circularity has been assembled and stabilized, which imaginative resources were drawn on, and how goals, priorities, benefits and risks haven been merged with discourses of innovation, sustainability and growth. Drawing on policy documents and interviews with policy officers of the European Commission, we argue that the monitoring framework and indicator development function as a site collective imagination in which desirable ‘circular’ futures are co-produced. These futures are imagined to provide novel opportunities for the private sector and to generate jobs and economic growth while at the same time improving the natural environment as measured by selected environmental indicators.     

At the intersection of idealized youth and marginalized almost-adulthood: how girls negotiate young motherhood in London,Ontario

This article discusses how young mothers in London, a mid-size city in Canada, utilize a drop-in centre service while attending an alternative programme to acquire secondary school credits. The central arguments made here are informed by key concepts in the field of girlhood studies. With its attention to the interconnections between gender, age, and generation as well as other aspects of social identity, girlhood studies provides crucial insight into the lived experiences of young mothers who straddle the space between girlhood and adulthood. We interpret the experiences of the young mothers who participated in this study in light of shifting meanings and expectations of girls and girlhood in the neoliberal era. Drawing on the concept of the ideal neoliberal girl subject embodied in the ‘can do’ and ‘at risk’ girl, this paper highlights the tensions in accessing a drop-in centre, which functions as both a site of security and surveillance, for a group of young mothers receiving social services. The findings revealed how girls who are mothers struggle to live in the present to assert a legitimate maternal identity even as they are prepared for the future through neoliberal public policies and other disciplinary practices.     

Introduction to special section on blockchains and financial globalization

This special section shifts analytical attention onto efforts undertaken by dispersed sets of actors operating in online communities to mobilize a novel internet‐based technology that mysteriously appeared at the height of market volatility in 2008. Applications of blockchain technologies and the challenges presented to longstanding patterns of financial globalization are analysed by a group of scholars with backgrounds in anthropology, political science and sociology. This introductory article first elaborates what blockchain technologies consist of before foreshadowing the insights that the following interdisciplinary investigations yield for comprehending the implications that technological changes pose for global finance specifically and globalization more generally.     

Using complexity theory in kinship practice

This reflective discussion draws on data from a collaborative enquiry into kinship or family and friends practice. It introduces perspectives from complexity and chaos theory as a way of re‐examining the challenges of kinship practice. The discussion highlights the enduring challenges for practitioners, not least, managing anxiety and uncertainty, sustaining continuity and containment, becoming experienced and taking account of the complex developmental needs of the children and their families. The discussion particularly raises questions about appropriate settings for practitioners to undertake such a demanding area of child and family social work.     

提高矮个篮球中锋的进攻能力

自从篮球运动在世界上广泛开展以来,中锋的位置,一直被高大队员所占据。作者针对某些球队因中锋身材不够高而影响内线攻击力等情况,提出自己的观点,特别指出,在训练中,中锋在思想作风、技术、战术及心理方面所要着重解决的问题和方法,     

Assessing global leadership competencies: the critical role of assessment centre methodology

The purpose of this conceptual paper is to examine the use of assessment centre (AC) methodology for addressing the ever-increasing demand for effective talent management of global leaders. Research is reviewed on the most commonly used questionnaire tools for assessing global leadership competencies, which lack the AC’s ability to provide behavioural evidence of leadership competency. A literature search is conducted to identify the extent to which scholarly research to date has examined the use of ACs to measure global leadership competencies. Based on the findings from the review of the literature, the authors recommend further exploration of a leadership AC approach as a ‘best practice’ talent management tool for measuring global leadership competencies. A framework is provided for designing ACs to evaluate and provide developmental feedback on the competencies identified as critical for successful leadership performance in an organization’s global environment.     

The use and non‐use of assistive technologies from the world of information and communication technology by visually impaired young people: a walk on the tightrope of peer inclusion

In affluent societies how people use technology is symbolic of various values and identities. This article investigates the symbolic values and use of assistive technologies from the world of information and communication technology (ICT) in the daily lives of 11 visually impaired young Norwegians. The article draws on a qualitative interview study and employs an interactionist approach. While the use of ICT is found to symbolise competence, belonging and independence, the use of ICT assistive technologies is found to symbolise restriction, difference and dependency. Thus, ICT and ICT assistive technologies have inherently contradictory sets of associations. To fit in as ordinary young people the visually impaired participants reject ICT assistive technologies whenever possible. The partially sighted participants who are somehow capable of participating in online interactions with their peers without ICT assistive technologies reject them. The blind participants, however, do not have the option of participating online without ICT assistive technologies and, consequently, they accept ICT assistive technologies.     

ICT and geographies of British Arab and Arab American activism

Current literature on migrant transnationalism highlights the role of new information and communication technologies (ICT) in facilitating lives that are situated simultaneously ‘here’ and ‘there’. Yet discussions of transnationalism and ICT obscure many complexities because of the tendency to focus on migrants' connections with ‘homeland’. In this article, we consider more broadly the spatiality of migrant activism and the different ways that ICT enters into it. Drawing on interviews conducted with Arab American and British Arab activists, we ask where is migrant activism geographically situated? How might their use of ICT factor into, or not factor into, activists' activities? In considering our respondents' diverse forms of activism, the multitude of aims and geographical orientations underpinning their activism, and their highly variable use of ICT, this article provides a variegated understanding of migrants' political subjectivities that avoids privileging any single geographical scale or location.     

Social work and the shadow father: lessons for engaging fathers in Northern Ireland

The legislative framework of social work practice has consistently highlighted the need to work in partnership with parents, with far‐reaching implications for families. However, the importance of engaging fathers in social work practice is an issue that has received limited attention within academic debate and research. A research study undertaken across six family centres, investigated paternal involvement in family centre social work in Northern Ireland. The study involved 46 semi‐structured interviews with social workers, fathers and mothers. This paper presents the views of 22 social workers on the barriers to paternal involvement in family centre interventions. A range of factors were identified which served to inhibit or promote engagement of fathers. There were substantially more deterrents than promoters, a clear indicator of the problematic nature of paternal involvement. The findings highlight that both attitudes and practices of social workers influence the engagement of fathers. Recommendations drawn from the findings are presented for the development of father – inclusive social work practices and research.