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Title Re-organising service work : call centres in Germany and Britain / edited by Ursula Holtgrewe, Christian Kerst and Karen Shire
Published Abingdon, Oxon ; New York, NY : Routledge, Taylor & Francis Group, 2018

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Description 1 online resource
Contents Cover; Half Title; Title; Copyright; Contents; List of Figures and Tables; List of Contributors; List of Abbreviations; 1 Re-Organising Customer Service Work: An Introduction; PART I INSTITUTIONS AND CONTEXTS: THE MAKING OF AN INDUSTRY?; 2 Call Centres: Constructing Flexibility; 3 Consolidation, 'Cowboys' and the Developing Employment Relationship in British, Dutch and US Call Centres; 4 Call Centres in Germany: Employment, Training and Job Design; 5 Call Centres as Organisational Crystallisation of New Labour Relations, Working Conditions and a New Service Culture?
PART II RATIONALISATION, SKILLS AND CONTROL6 Skill Formation in Call Centres; 7 Capitalising on Femininity: Gender and the Utilisation of Social Skills in Telephone Call Centres; 8 Call Centres and the Contradictions of the Flexible Bureaucracy; PART III CUSTOMER SERVICE WORK AND INTERACTION; 9 Call Centre Consumption and the Enchanting Myth of Customer Sovereignty; 10 Quality Time and the 'Beautiful Call'; 11 Co-Production in Call Centres: The Workers' and Customers' Contribution; Index
Notes Originally published 2002 by Ashgate Publishing
Bibliography Includes bibliographical references and index
Subject Customer services -- Germany
Customer services -- Great Britain
Call centers -- Germany
Call centers -- Great Britain
BUSINESS & ECONOMICS -- Commerce.
BUSINESS & ECONOMICS -- Marketing -- General.
BUSINESS & ECONOMICS -- Sales & Selling -- General.
Call centers
Customer services
Germany
Great Britain
Form Electronic book
Author Holtgrewe, Ursula.
Kerst, Christian.
Shire, Karen.
ISBN 1351765175
9781351765176