Smiling Down the Line: Info-Service Work in the Global Economy

by Bob Russell

Just as textile mills and automotive assembly plants have symbolized previous economic eras, the call centre stands as a potent reminder of the importance of information in contemporary economies. Bob Russell's Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed. Russell also considers globalization and contemporary managerial practices as centres are outsourced to poorer countries such as India and as new forms of management are introduced, refined, and discarded. Invoking extensive labour force surveys and interviews from Australia and India, Russell examines employee representation, work intensity, stress, emotional labour, and job skills in the call centre work environment. The cross-national approach of Smiling Down the Line highlights the effects of globalization and scrutinizes the similarities and differences that exist in info-service work between different industries and in different countries.

352 pages, Paperback

First published September 1, 2009

About the author

BOB RUSSELL At just twenty-two years of age, Bob became the pastor of Southeast Christian Church. That small congregation of 120 members became one of the largest churches in America, with 18,000 people attending the four worship services every weekend in 2006 when Bob retired. Now through Bob Russell Ministries, Bob continues to preach at churches and conferences throughout the United States, provide guidance for church leadership, mentor other ministers and author Bible study videos for use in small groups. An accomplished author, Bob has written over one-dozen books.Bob and his wife Judy of 50 years have two married sons, Rusty and Phil. In his leisure time he enjoys playing golf and is an avid University of Louisville football and basketball fan.