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Re-organising service work : call centres in Germany and Britain

Author: Ursula Holtgrewe; Christian Kerst; Karen Shire
Publisher: Abingdon, Oxon ; New York, NY : Routledge, Taylor & Francis Group, 2018.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Ursula Holtgrewe; Christian Kerst; Karen Shire
ISBN: 1351765175 9781351765176
OCLC Number: 1005188028
Notes: Originally published 2002 by Ashgate Publishing.
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.
Responsibility: edited by Ursula Holtgrewe, Christian Kerst and Karen Shire.

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