Aineiston nimi

Call Centre Work 2005

Aineistonumero

FSD2641

Pysyvä tunniste

urn:nbn:fi:fsd:T-FSD2641

Aineiston laatu

Kvalitatiivinen aineisto

Tekijät

• Koivunen, Tuija (University of Tampere)

Muut tekijät

• Korvajärvi, Päivi

Sisällön kuvaus

The data consist of theme interviews of employees and supervisors working in call centres. The main themes were employee commitment and interaction between staff members. Other topics included gender issues, pay and its significance for employment choice, customer relations, feedback, employee-management relations, and recruitment processes.

The interviews were conducted in three call centre enterprises with locations in different parts of Finland. Several different interview shedules were used, depending on the person's role in the organisation. There were 55 interviewees. One participant was interviewed three times and another two times. Some interviewees volunteered, some were suggested by the management, and some were spontaneously chosen by the interviewers.

The dataset is only available in Finnish.

Asiasanat

customer service; gender; job satisfaction; occupational life; social interaction; wages; working conditions

Tieteenala/Aihealue

• Social sciences (OKM:n tieteenalaluokitus)
• Working conditions (CESSDAn aihepiiriluokitus)

Sarja

Individual datasets

Jakelija

Finnish Social Science Data Archive

Käyttöoikeudet

The dataset is (C) available only for research including master's theses.

Kerääjät

• Koivunen, Tuija (University of Tampere)

Ajallinen kattavuus

2003 – 2006

Aineistonkeruun ajankohta

2003-03-24 – 2006-03-20

Maa

Finland

Kohdealue

Finland

Havainto/aineistoyksikkötyyppi

Individual

Perusjoukko/otos

People living in Finland and working in call centres

Tutkimuksen aikaulottuvuus

Cross-section

Havainto/aineistoyksiköiden valinta

Non-probability: Purposive

People working in three different call centres were selected to be interviewed. Some of the interviewees were selected by asking for volunteers, some were suggested by the management and some spontaneously selected by the interviewers.

Aineistonkeruun tekniikka

Face-to-face interview

Keruuväline tai –ohje

Interview scheme and/or themes

Aineiston määrä

Transcripts of 59 interviews in RTF and HTML file format.

Datatiedostojen kieli

Aineisto sisältää datatiedostoja seuraavilla kielillä: suomi.

Kvalitatiiviset aineistot ovat saatavilla vain alkuperäiskielellä, niitä ei käännetä.

Datan versio

1.0

Aineiston käytössä huomioitavaa

The data were anonymised at FSD according to the researcher's wishes. Names of the interviewees were replaced by pseudonyms or, in some cases, removed altogether. Company names were also replaced by pseudonyms. References to the location of the company offices were replaced by province and statistical grouping of municipalities. In addition to the anonymisation measures, each interview contains a separate usage restriction clause set by the researcher to ensure the anonymity of the participants.

Viittausvaatimus

The data and its creators shall be cited in all publications and presentations for which the data have been used. The bibliographic citation may be in the form suggested by the archive or in the form required by the publication.

Malliviittaus

Koivunen, Tuija (University of Tampere): Call Centre Work 2005 [dataset]. Version 1.0 (2011-07-25). Finnish Social Science Data Archive [distributor]. https://urn.fi/urn:nbn:fi:fsd:T-FSD2641

Julkaisusta tiedottaminen

Notify FSD of all publications where you have used the data by sending the citation information to user-services.fsd@tuni.fi.

Erityisehdot

The interviewees or the names of any other persons mentioned by the interviewees must not be identifiable in published quotations from the data. Furthermore, the companies where the interviewees work must not be identifiable in published material. The pseudonym and job title of an interviewee may be disclosed in published excerpts. Regarding the location of an interviewee's workplace, the province and the statistical grouping of the municipality may be disclosed. A company may be referred to by the pseudonym used for it in the data.

The names of the clients as well as the products and services provided by them must be removed from any published excerpts. For instance, the names of the magazines marketed by a contact centre may not be disclosed. Instead, generic categories, such as [women's magazines], [crafts and hobbies magazines], [children's magazines] and [specialist magazines] can be used to refer to them.

Varaumat

The original data creators and the archive bear no responsibility for any results or interpretations arising from the reuse of the data.

Julkaisut aineistosta

Koivunen, Tuija (2004) Työhön sitoutuminen yhteyskeskuksessa.Sosiaalipolitiikan pro gradu -tutkielma. Tampere: Tampereen yliopisto.

Koivunen, Tuija (2006). Asiakastyön ruumiillisuus yhteyskeskuksissa. Työelämän tutkimus (4) 1, 1-11.

Koivunen, Tuija (2007). Lehtitilausten puhelinmyynnin kulttuurinen mielikuva ja jokapäiväinen työ. Yhteiskuntapolitiikka (72) 3, 321-329

Koivunen, Tuija (2007). Embodied Voice and Embodied Differences in Call Centre Work. Linköping Electronic Conference Proceedings, Issue 25. Linköping: Linköping University Electronic Press, pp. 317-327.

Koivunen, Tuija (2010) Alue, organisaatio ja naistyöntekijät: kolme näkökulmaa sitoutumiseen. Alue ja Ympäristö, 39:2, 16-26.

Koivunen, Tuija (2010). Practicing power and gender in the field. Learning from interview refusals. Journal of Contemporary Ethnography, 39:6, 682-708.

Koivunen, Tuija (2011). Gender in Call Centre Work. Acta Universitatis Tamperensis 1680. Tampere: Tampere University Press. http://urn.fi/urn:isbn:978-951-44-8634-0

Koivunen, Tuija (2013). Miesjohtajien yhteisyys uuden talouden yrityksessä. Naistutkimus-Kvinnoforskning, 26:2, 17-28.

Hilska, Tero (2018). "Pyritään siihen työn semmoseen järkevöittämiseen". McDonaldisaation kokeminen yhteyskeskustyössä. Helsinki: Helsingin Yliopisto. Sosiologian pro gradu -tutkielma. http://urn.fi/URN:NBN:fi:hulib-201807022890

Sinikallio, Elisa (2019) Näkökulma ratkaisee. Tutkimus työntekijöiden ilmapiirihavaintojen eroista kolmessa yhteyskeskusorganisaatiossa. Sosiaalipsykologian pro gradu -tutkielma. Tampere: Tampereen yliopisto. http://urn.fi/URN:NBN:fi:tuni-201904011448