Karen A Shire, Ursula Holtgrewe, Christian Kerst

Re-organising Service Work

Call Centres in Germany and Britain

• Broschiertes Buch

Produktbeschreibung

This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work.

Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 244
• Erscheinungstermin: 29. Januar 2019
• Englisch
• Abmessung: 234mm x 156mm x 13mm
• Gewicht: 345g
• ISBN-13: 9781138718418
• ISBN-10: 1138718416
• Artikelnr.: 56894162

Autorenporträt

Karen A. Shire, Ursula Holtgrewe, Christian Kerst

Inhaltsangabe

1: Re-Organising Customer Service Work: An Introduction
1: 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?
II: Rationalisation, Skills and Control
6: 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
III: Customer Service Work and Interaction
9: Call Centre Consumption and the Enchanting Myth of Customer Sovereignty 1
10: Quality Time and the 'Beautiful Call' 1
11: Co-Production in Call Centres: The Workers' and Customers' Contribution