Click here to download

(Ri)produrre e (ri)mediare: pratiche di gestione e lavoro in un call center
Author/s: Dario Minervini, Ivano Scotti 
Year:  2017 Issue: Language: Italian 
Pages:  31 Pg. 9-39 FullText PDF:  299 KB
DOI:  10.3280/SO2017-001001
(DOI is like a bar code for intellectual property: to have more infomation:  clicca qui   and here 

In the reconfiguration process of the organizational and labour models, the call centres are a specific case, which studies have mainly considered as an organizational option adopted by companies in order to enhance the relationship with customers. Researches have highlighted a Neo-Taylorist work organization model in these contexts, and a relation between precariousness and new dynamics of alienation has been retraced. Only few studies have analysed these organizations from the cultural perspective, investigating the situated, "concrete" and negotiated systems of actions. The aim of the paper is to analyse these dynamics in a call centre in order to problematize the question of the organizational rigidity of this job context. The Social Practice Theory has been adopted as the analytical perspective, coherently with the aim to account a thick description account of the management and work practices. After describing theoretical and methodological aspects, research findings will be reported. In particular, it will be highlighted how actors interpret the formal rules of the organization and how it allows that the cooperative dynamics can be translated from the ideological level (corporate culture) to situated actions. This contributes to (re)producing and (re)arranging the organizational order.
Keywords: Call center, cooperation, situated action, social practice, work organization.

  1. Altieri, G. (a cura di) (2002), Lavorare nei call center. Un’analisi europea, Roma, Ediesse.
  2. Barnard, C. (1938), The Functions of the Executive, Cambridge, Harvard University Press (trad. it., Le funzioni del dirigente: organizzazione e direzione, Torino, UTET, 1968).
  3. Bourdieu, P. (1980), Le Sens pratique, Paris, Minuit (trad. it., Il senso pratico, Roma, Armando, 2003).
  4. Bruni, A., Gherardi, S. (2007), Studiare le pratiche lavorative, Bologna, il Mulino.
  5. Buch, A., Andersen, V., Klemsdal, L. (2015), “Turn to Practice Within Working Life Studies”, Nordic Journal of Working Life Studies, 5: 1-11.
  6. Butera, F., Donati, E., Cesaria, R. (1997), I lavoratori della conoscenza, Milano, FrancoAngeli.
  7. Campi, M., Palamara, R. (2002), Call center e risorse umane. La gestione del personale come elemento strategico dell’organizzazione, Milano, FrancoAngeli.
  8. Carlile, P.R., Nicolini, D., Langley, A., Tsoukas, H. (eds.) (2013), How Matter Matters: Objects, Artifacts, and Materiality in Organization Studies, Oxford, Oxford University Press.
  9. Como, E. (2006), “Neo-taylorismo e organizzazione del lavoro nei call center”, Quaderni di Rassegna Sindacale, 3: 26-38.
  10. Crowley, M., Tope, D., Chamberlain, L.J., Hodson, R. (2010), “Neo-Taylorism at Work: Occupational Change in the Post-Fordist Era”, Social Problems, 57: 421-447.
  11. Fortunato, V., Palidda, R. (a cura di) (2012), I call center in Italia. Lavoro e organizzazione tra retoriche e realtà, Roma, Carocci.
  12. Friedberg, E. (1993), Le pouvoir et la règle. Dynamiques de l’action organisée, Paris, Edition du Seuil (trad. it., Il potere e la regola. Dinamiche dell’azione organizzata, Milano, Etas, 1994).
  13. Gherardi, S. (1989), “La ricerca organizzativa negli anni ’80: una riflessione su soggetti e oggetti di conoscenza”, Studi organizzativi, 1-2: 29-47.
  14. Gherardi, S. (2015), “To Start Practice Theorizing Anew: The Contribution of the Concepts of Agencement and Formativeness”, Organization, 23: 680-698., DOI: 10.1177/1350508415605174
  15. Giannini, M. (1994), “Introduzione”, Segrestin, D., Sociologia dell’impresa, Bari, Dedalo.
  16. Giannini, M. (a cura di) (2006), Telelavoro tra immaginario e realtà. Buone pratiche e regolazione nelle imprese, Roma, Quaderni della Fondazione Brodolini.
  17. Giannini, M., Imparato, D. (2000), “Telelavoro ed efficienza produttiva. La gestione e la regolazione dei rapporti di telelavoro”, Economia & lavoro, 34: 81-98.
  18. Giannini, M., Quinton, L., Minervini, D. (2006), “Telelavoro e senso di appartenenza all’azienda. Il caso della grande impresa Sagit di Roma”, in Giannini, M. (a cura di), Telelavoro tra immaginario e realtà. Buone pratiche e regolazione nelle imprese, Roma, Quaderni della Fondazione Brodolini.
  19. Giannini, M., Tacchi, E.M. (a cura di) (1989), Fenomeni organizzativi e società italiana, numero monografico di Studi Organizzativi, 1-2.
  20. Holtgrewe, U., Kerst, C., Shire, A. (eds.) (2002), Re-organizing Service Work: Call Centres in Germany and Britain, Aldershot, Ashgate.
  21. Isabella, S. (2014), “Between Standard and Situated Uses: Configuring the User in a Technical Call Centre”, in Mongili, A., Pellegrino, G. (eds.), Information Infrastructure(s): Boundaries, Ecologies, Multiplicity, Newcastle, Cambridge Scholars Publishing, pp. 219-236.
  22. Kunda, G. (2006), Engineering Culture. Control and Commitment in a High-Tech Corporation. Revisited edition, Philadelphia, Temple University Press.
  23. Latour, B. (2004), “On Using ANT for Studying Information Systems: A (Somewhat) Socratic Dialogue”, in Avgerou, C., Ciborra, C., Land F.F. (eds.), The Social Study of Information and Communication Study, Oxford, University Press, pp. 62-76.
  24. Maltese, P. (2011), Generazioni precarie. Formazione e lavoro nella realtà dei call center, Pisa, ETS.
  25. Middleton, D. (1996), “Talking Work: Argument, Common Knowledge, and Improvisation in Teamwork”, in Engeström, Y., Middleton, D. (eds.), Cognition and Communication at Work, Cambridge, Cambridge University Press, pp. 233-256.
  26. Mongili, A., Pellegrino, G. (eds.) (2014), Information Infrastructure(s): Boundaries, Ecologies, Multiplicity, Newcastle, Cambridge Scholars Publishing.
  27. Nicolini, D. (2009), “Zooming In and Out: Studying Practices by Switching Theoretical Lenses and Trailing Connections”, Organization Studies, 30: 1391-1418., DOI: 10.1177/0170840609349875
  28. Pentimalli, B. (2008), Pratiche di cooperazione in un Call Center: uso congiunto e situato delle tecnologie e messa in scena di “performance” intellegibili, paper presentato al II Convegno nazionale STS Italia: Catturare Proteo. Tecnoscienza e società della conoscenza in Europa, Università di Genova, 19-21 giugno; disponibile sul sito
  29. Reckwitz, A. (2002), “Toward a Theory of Social Practices: A Development in Culturalist Theorizing”, European Journal of Social Theory, 5: 243-263., DOI: 10.1177/13684310222225432
  30. Schatzki, T. (1996), Social Practices: A Wittgensteinian Approach to Human Activity and the Social. Cambridge, Cambridge University Press.
  31. Schatzki, T., Cetina, K.K, von Savigny, E. (eds.) (2001), The Practice Turn in Contemporary Theory, London, Routledge.
  32. Shove, E., Pantzar, M., Watson, M. (2012), The Dynamics of Social Practice. Everyday Life and How it Changes, London, Sage Publishing.
  33. Shove, E., Spurling, N. (eds.) (2013), Sustainable Practices: Social Theory and Climate Change, London, Routledge.
  34. Stevens, A.J.R. (2014), Call Centers and the Global Division of Labor. A Political Economy of Post-Industrial Employment and Union Organizing, Lon-don, Routledge.
  35. Suchman, L. (1996), “Costituting Shared Workspace”, in Engeström, Y., Middleton, D. (eds.), Cognition and Communication at Work, Cambridge, Cambridge University Press, pp. 35-60.
  36. Szymanski, M.H., Swenton-Wall, P., Plurkowski, L., Englert, J. (2012), “How Can I Help You Today? The Knowledge Work of Call Center Agents”, Proceedings of the Twelfth Participatory Design Conference, volume 2, New York, ACM, pp. 137-140.
  37. Taylor, P., Mulvey, G., Hyman, J., Bain, P. (2002), “Work Organization, Control and the Experience of Work in Call Centres”, Work, Employment and Society, 16: 133-150., DOI: 10.1177/09500170222119281
  38. Wenger, E. (2003), “Communities of Practice and Social Learning Systems”, in Nicolini D., Gherardi, S., Yanow, D. (eds.), Knowing in Organizations. A Practice-Based Approach, London-New York, Routledge, pp. 79-98.
  39. Whalen J., Whalen N., Henderson K. (2002), “Improvisational Choreography in Teleservice Work”, British Journal of Sociology, 53: 239-258., DOI: 10.1080/00071310220133322

Dario Minervini, Ivano Scotti, in "STUDI ORGANIZZATIVI " 1/2017, pp. 9-39, DOI:10.3280/SO2017-001001


FrancoAngeli is a member of Publishers International Linking Association a not for profit orgasnization wich runs the CrossRef service, enabing links to and from online scholarly content