| Description |
1 online resource (xv, 205 pages) : illustrations |
| Series |
Routledge studies in business organizations and networks ; 39 |
|
Routledge studies in business organization and networks ; 39.
|
| Contents |
Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How "Taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : workplace strategies in Swedish call centres / Antoni Lindgren and Per Sederblad |
| Summary |
Drawing on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden, this book conducts an analysis of call centres worldwide |
| Bibliography |
Includes bibliographical references and index |
| Notes |
English |
|
Print version record |
| Subject |
Call centers.
|
|
Telecommunication.
|
|
telecommunications.
|
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BUSINESS & ECONOMICS -- E-Commerce -- Auctions & Small Business.
|
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BUSINESS & ECONOMICS -- Marketing -- Telemarketing.
|
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BUSINESS & ECONOMICS -- Mail Order.
|
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COMPUTERS -- Electronic Commerce.
|
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BUSINESS & ECONOMICS -- E-Commerce -- Internet Marketing.
|
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Call centers
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Telecommunication
|
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Callcenters.
|
| Form |
Electronic book
|
| Author |
Burgess, John (K. John)
|
|
Connell, Julia, 1956-
|
| LC no. |
2005031243 |
| ISBN |
0203003004 |
|
9780203003008 |
|
9786610548996 |
|
6610548994 |
|
1134248822 |
|
9781134248827 |
|
1280548991 |
|
9781280548994 |
|
9781134248810 |
|
1134248814 |
|
