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Call Center as an Epitome of Communi...

Kaya, Rabia Gulbike.

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Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool = = Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool =/
其他題名:	Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim.
作者:	Kaya, Rabia Gulbike.
出版者:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
面頁冊數:	140 p.
附註:	Source: Masters Abstracts International, Volume: 82-11.
Contained By:	Masters Abstracts International82-11.
標題:	Industrial design. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=28472435
ISBN:	9798597073019

Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool = = Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim.
Kaya, Rabia Gulbike.

Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool =Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 140 p.

Source: Masters Abstracts International, Volume: 82-11.

Thesis (Master's)--Izmir Institute of Technology (Turkey), 2019.

This item must not be sold to any third party vendors.

With the purpose of involving users in the design process, Participatory Design offers participants a democratic process in which participants can express themselves by using their experiences, and notice their problems and capabilities thanks to the methods applied in the process. This study investigates the potential of a Participatory Design process whereby employees of a call center in Manisa participate. Inbound call agents, who work in call centers which are shaped by Communicative Capitalism, do not have an impact on anything except for the customers they communicate with. Moreover, the fact that they do not have a say in their working environment, they are under constant surveillance and decision concerning them are made by others, shows that inbound call agents are in need of empowerment. This study explores the potential of Participatory Design as a tool for empowering participants rather than providing a design proposal. To this end, a Participatory Design process was conducted with the inbound call agents who need to be empowered. According to the findings obtained at the end of the study; the participants identified the problems they had at work and realized that they could find solutions to these problems by exchanging ideas with each other. At the end of the process, Participatory Design enabled participants to become aware of their capabilities and empowerments in the field they are experienced in.

ISBN: 9798597073019Subjects--Topical Terms:

957379
Industrial design.
Subjects--Index Terms:

Participatory design

Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool = = Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim.
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245 1 0 $a Call Center as an Epitome of Communicative Capitalism: Participatory Design as an Empowering Tool = $b Iletisimsel kapitalizmin somut ornegi olarak cagri merkezi: Guclendirici bir arac olarak Katilimci Tasarim.
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500 $a Source: Masters Abstracts International, Volume: 82-11.
500 $a Advisor: Cox, Ayca Tunc.
502 $a Thesis (Master's)--Izmir Institute of Technology (Turkey), 2019.
506 $a This item must not be sold to any third party vendors.
520 $a With the purpose of involving users in the design process, Participatory Design offers participants a democratic process in which participants can express themselves by using their experiences, and notice their problems and capabilities thanks to the methods applied in the process. This study investigates the potential of a Participatory Design process whereby employees of a call center in Manisa participate. Inbound call agents, who work in call centers which are shaped by Communicative Capitalism, do not have an impact on anything except for the customers they communicate with. Moreover, the fact that they do not have a say in their working environment, they are under constant surveillance and decision concerning them are made by others, shows that inbound call agents are in need of empowerment. This study explores the potential of Participatory Design as a tool for empowering participants rather than providing a design proposal. To this end, a Participatory Design process was conducted with the inbound call agents who need to be empowered. According to the findings obtained at the end of the study; the participants identified the problems they had at work and realized that they could find solutions to these problems by exchanging ideas with each other. At the end of the process, Participatory Design enabled participants to become aware of their capabilities and empowerments in the field they are experienced in.
520 $a Esas amaci kullanicilari tasarim surecine dahil etmek olan Katilimci Tasarim, uygulanan yontemler sayesinde katilimcilara, kendi deneyimlerini kullanarak kendilerini ifade edebilecekleri, kendi problemlerinin ve yeteneklerinin farkina varabilecekleri demokratik bir surec sunar. Bu calisma Manisa'daki bir cagri merkezinin calisanlarinin katildigi bir Katilimci Tasarim surecini vaka calismasi olarak incelemektedir. Iletisimsel kapitalizmle birlikte sekillenen cagri merkezlerinde calisan ve iletisime gectikleri musteriler haricinde fazla etki alani olmayan musteri temsilcilerinin, calisma ortamlarinda soz haklarinin olmamasi, gozetim altinda tutulmalari, kendileri ile ilgili kararlarin baskalari tarafindan verilmesi, guclendirilmeye ihtiyac duyan bir kitle oldugunu gostermektedir. Bu tez, Katilimci Tasarimin tasarim onerisi sunmaktan ziyade, katilimcilari guclendirmek icin bir arac olarak kullanabilirligini arastirmaktadir. Bu baglamda, guclendirilmeye ihtiyac duyan musteri temsilcileri ile Katilimci Tasarim calismasi yapilmistir. Yapilan calismanin sonunda edinilen bulgulara gore; katilimcilar, is yerinde yasadiklari problemleri tespit ettiler ve bu problemlere birbirleriyle fikir alisverisi yaparak cozum getirebileceklerini fark ettiler. Surecin sonunda, katilimci tasarim, katilimcilara deneyimli olduklari alan ile ilgili yeteneklerinin ve guclerinin farkina varmasini sagladi.
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653 $a Empowering
653 $a Democratization at work
653 $a Communicative capitalism
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653 $a Call agents
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