This approach precluded on site observations in the

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Unformatted text preview: had not secured any ocial co-operation, and speaking to them outside their workplaces, without the knowledge of their employers. This approach precluded on-site observations in the centres concerned, but it gave me access to more textual material (employees were generally not troubled by the commercial implications of letting me see their manuals) as well as more extensive and candid interview data. Even so, many of my subjects feared disciplinary sanctions if it were discovered that they had spoken to me and passed on internal documents. I have therefore left them anonymous and used generic labels (e.g. `directory assistance centre') for the centres they work in. # Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp 330 CAMERON STANDARDIZING SPEECH IN CALL CENTRES: SCRIPTING AND STYLING The institutional regime of the call centre exempli®es the hyper-rationalizing tendency that the sociologist George Ritzer (1996) has dubbed `McDonaldization'. For Ritzer this tendency is de®ned by its drive to maximize four things: eciency (the most output for the least e€ort), calculability (the measurement of...
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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.

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