BİLGİ TOPLUMU ve BİLGİ İŞÇİSİ BAĞLAMINDA ÇAĞRI MERKEZLERİ: EMEK SÜRECİ, İŞ ve İSTİHDAM

Bilgi ve iletişim teknolojilerindeki gelişmeler, 20. yüzyılın son çeyreğinde mikroelektronik alanındaki yeniliklerle birlikte hız kazanmıştır. Yeni bir toplumsal modelin, çalışma türünün ve işçi tipinin ortaya çıktığı yönündeki görüşler de, bu değişimlere eşlik etmektedir. Bu çalışma, bilgi toplumu varsayımları ile ilgili olarak ileri sürülen yeni çalışma türü ve işçi tartışmalarını, Türkiye'deki bankaların çağrı merkezlerinde test etmeyi amaçlamaktadır. Bilgi işi ve yüksek ücretli, yüksek vasıflı bilgi işçilerinin ortaya çıktığı iddialarına karşın; elde edilen bulgular, emek süreci, iş ve istihdamın fordist-taylorist iş organizasyonunun temel prensiplerini içerdiğini göstermektedir.

Anahtar Kelimeler:

BİLGİ TOPLUMU, BİLGİ İŞÇİSİ, EMEK SÜRECİ

BİLGİ TOPLUMU ve BİLGİ İŞÇİSİ BAĞLAMINDA ÇAĞRI MERKEZLERİ: EMEK SÜRECİ, İŞ ve İSTİHDAM

The advancements in information and commımication technologies have accelerated in the final quarter of 20th century along with innovations in microelectronics. An associated development was that a new model of society and a new type of work and worker were emerging. This study intends to test the arguments about the emergence of new type of work and workers associated with the information society thesis in the context of call centers in private banks in Turkey. It seeks to demonstrate that despite the claims about the emergence of information work and knowledge workers with high wages and skill, labor process, work and employment are designed in line with the principles of Fordist-Taylorist work organizations.

Keywords:

The advancement, Fordist-Taylorist, commımication technologies,

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