Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil
比较葡萄牙和巴西两个电信呼叫中心操作员对工作过程的感知，发现尽管两国经济表现不同，但都呈现临时化趋势，且标准化行为被强加，支持了呼叫中心工作的悲观主义文献。
We present comparative research on operators’ perceptions of the work process in two telecommunications call centres, one in Portugal and the other in Brazil. We argue that, despite the different pace of economic performance in recent years in Portugal and Brazil, there is a common trend towards casualization. Despite differences between the two call centres, both case studies show a process that imposes standardized behaviour. By exploring the subjective perceptions of call centre operators, we contribute to the ‘pessimistic’ (but probably more realistic) strand of literature on call centre work.