Il disegno della ricerca. Un'analisi multilivello e integrata della qualità della vita lavorativa nei call center

This paper reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from twenty-one call centes in four Italian provinces (Milano, Roma, Cosenza and Catania). Working conditions in call centres have received much attention in the sociology of work. However, factors linked to organizational models and practices (job quality) have always been analyzed separately from individual perceptions concerned with how call handlers experience work conditions (quality of working life). Rather than assuming a priori the existence of a single model of call-centre work organization and viewing the call-handler’s work as an expression of hardships that are endemic to the profession itself, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain co

L'intervento al convegno riporta la metodologia di ricerca e le premesse teoriche che hanno orientato il progetto di ricerc PRIN, da me corrdinato a livello nazionale, sul benessere organizzativo nei call center. La relazione è confluita, in un secondo momento, come primo capitolo del volume da me curato: Arcipelago call center (2103, NovaLogos) e nel contributo internazionale sulla piattaforma Web della Sage (2013). Del convegno ho anche curato l'organizzazione, selezione di relatori e coordinamento.