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Unformatted text preview: had not secured any ocial 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:
eciency (the most output for the least eort), 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.
- Spring '08
- The Land