Re-organising service work: call centres in Germany and Britain
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Aldershot [u.a.]
Ashgate
2002
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 229 S. |
| ISBN: | 0754619559 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804129313900986368 |
|---|---|
| adam_text | Contents
List of Figures and Tables vii
List of Contributors viii
List of Abbreviations xii
N 1 Re Organising Customer Service Work: An Introduction 1
Karen Shire, Ursula Holtgrewe and Christian Kerst
PARTI
INSTITUTIONS AND CONTEXTS:
THE MAKING OF AN INDUSTRY?
2 Call Centres: Constructing Flexibility 19
Sandra Arzbacher, Ursula Holtgrewe and Christian Kerst
3 Consolidation, Cowboys and the Developing Employment
Relationship in British, Dutch and US Call Centres 42
Peter Bain and Phil Taylor
4 Call Centres in Germany:
Employment, Training and Job Design 63
Susanne Bittner, Marc Schietinger, Jochen Schroth
and Claudia Weinkopf
5 Call Centres as Organisational Crystallisation of New Labour
Relations, Working Conditions and a New Service Culture? 86
Nestor D Alessio and Herbert Oberbeck
v[ Re Organising Service Work
PART II
RATIONALISATION, SKILLS AND CONTROL
6 Skill Formation in Call Centres 105
Paul Thompson and George Callaghan
7 Capitalising on Femininity: Gender and the Utilisation
of Social Skills in Telephone Call Centres 123
Vicki Belt
8 Call Centres and the Contradictions of the
Flexible Bureaucracy 146
Carsten Dose
PART III
CUSTOMER SERVICE WORK AND INTERACTION
9 Call Centre Consumption and the Enchanting Myth of
Customer Sovereignty 163
Marek Korczynski
10 Quality Time and the Beautiful Call 183
Catrina Alferoffand David Knights
11 Co Production in Call Centres:
The Workers and Customers Contribution 204
Kerstin Rieder, Ingo Matuschek and Philip Anderson
Index 228
List of Figures and Tables
4.1 Number of Jobs and Employees in Call Centres 65
4.2 Sectoral Distribution of Call Centres According to
Results of Various Studies 67
4.3 Shares of Women by Hierarchical Level and Function 69
4.4 Examples of the Training Received by
Call Centre Agents in a German Bank 75
4.5 Share of Part time Employment in the FREQUENZ
Call Centres 77
4.6 Approaches to Work Enrichment in Call Centres 80
6.1 Previous Jobs of 17 Employees 112
7.1 Employee Profiles in the Case Study Call Centres 131
8.1 Organizational Structure of the Newly Established
Back office Units 151
11.1 Four Cell Scheme to Depict Potential Constellations of
Service Interactions in Call Centre Work 220
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| spelling | Re-organising service work call centres in Germany and Britain ed. by Ursula Holtgrewe ... Aldershot [u.a.] Ashgate 2002 XIII, 229 S. txt rdacontent n rdamedia nc rdacarrier Callcenters gtt Call centers Germany Call centers Great Britain Customer services Germany Customer services Great Britain Organisationsentwicklung (DE-588)4126887-8 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf Deutschland Großbritannien Deutschland (DE-588)4011882-4 gnd rswk-swf Großbritannien (DE-588)4022153-2 gnd rswk-swf Deutschland (DE-588)4011882-4 g Callcenter (DE-588)4456666-9 s Servicepolitik (DE-588)4234502-9 s Organisationsentwicklung (DE-588)4126887-8 s Großbritannien (DE-588)4022153-2 g DE-604 Holtgrewe, Ursula 1962- Sonstige (DE-588)122415787 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009884521&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Re-organising service work call centres in Germany and Britain Callcenters gtt Call centers Germany Call centers Great Britain Customer services Germany Customer services Great Britain Organisationsentwicklung (DE-588)4126887-8 gnd Servicepolitik (DE-588)4234502-9 gnd Callcenter (DE-588)4456666-9 gnd |
| subject_GND | (DE-588)4126887-8 (DE-588)4234502-9 (DE-588)4456666-9 (DE-588)4011882-4 (DE-588)4022153-2 |
| title | Re-organising service work call centres in Germany and Britain |
| title_auth | Re-organising service work call centres in Germany and Britain |
| title_exact_search | Re-organising service work call centres in Germany and Britain |
| title_full | Re-organising service work call centres in Germany and Britain ed. by Ursula Holtgrewe ... |
| title_fullStr | Re-organising service work call centres in Germany and Britain ed. by Ursula Holtgrewe ... |
| title_full_unstemmed | Re-organising service work call centres in Germany and Britain ed. by Ursula Holtgrewe ... |
| title_short | Re-organising service work |
| title_sort | re organising service work call centres in germany and britain |
| title_sub | call centres in Germany and Britain |
| topic | Callcenters gtt Call centers Germany Call centers Great Britain Customer services Germany Customer services Great Britain Organisationsentwicklung (DE-588)4126887-8 gnd Servicepolitik (DE-588)4234502-9 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | Callcenters Call centers Germany Call centers Great Britain Customer services Germany Customer services Great Britain Organisationsentwicklung Servicepolitik Callcenter Deutschland Großbritannien |
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