MARC Record from marc_columbia

LEADER: 05145cam a2200577Mi 4500
001 14726529
005 20220716231201.0
006 m o d
007 cr cn|||||||||
008 170915s2017 enk o 000 0 eng d
035 $a(OCoLC)on1003950394
035 $a(NNC)14726529
040 $aTYFRS$beng$erda$epn$cTYFRS$dOCLCQ$dIDEBK$dYDX$dTYFRS$dOCLCQ$dUWO$dTYFRS$dOCLCF$dOCLCQ$dOCLCO$dK6U$dOCLCO$dOCLCQ$dOCLCO
019 $a1011178794
020 $a9781315195810$q(e-book)
020 $a131519581X
020 $z1138718432
020 $z9781138718432
035 $a(OCoLC)1003950394$z(OCoLC)1011178794
043 $ae-gx---$ae-uk---
050 4 $aHF5415.5$bS557 2017
082 04 $a658.8/12$223
049 $aZCUA
100 1 $aShire, Karen A.,$eauthor.
245 10 $aRevival: Re-organising Service Work: Call Centres in Germany and Britain (2002) :$bCall Centres in Germany and Britain /$cKaren A. Shire.
250 $aFirst edition.
264 1 $aLondon :$bTaylor and Francis,$c2017.
300 $a1 online resource (244 pages)
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
520 2 $a"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. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy."--Provided by publisher
505 00 $tChapter 1 Re-Organising Customer Service Work: An Introduction /$rKaren Shire --$tpart PART I INSTITUTIONS AND CONTEXTS: THE MAKING OF AN INDUSTRY? --$tchapter 2 Call Centres: Constructing Flexibility /$rSandra Arzbächer --$tchapter 3 Consolidation, 'Cowboys' and the Developing Employment Relationship in British, Dutch and US Call Centres /$rPeter Bain --$tchapter 4 Call Centres in Germany: Employment, Training and Job Design /$rSusanne Bittner --$tchapter 5 Call Centres as Organisational Crystallisation of New Labour Relations, Working Conditions and a New Service Culture? /$rNestor D 'Alessio and Herbert Oberbeck --$tpart PART II RATIONALISATION, SKILLS AND CONTROL --$tchapter 6 Skill Formation in Call Centres /$rPaul Thompson --$tchapter 7 Capitalising on Femininity: Gender and the Utilisation of Social Skills in Telephone Call Centres /$rVicki Belt --$tchapter 8 Call Centres and the Contradictions of the Flexible Bureaucracy /$rCarsten Dose --$tpart PART III CUSTOMER SERVICE WORK AND INTERACTION --$tchapter 9 Call Centre Consumption and the Enchanting Myth of Customer Sovereignty /$rMarek Korczynski --$tchapter 10 Quality Time and the 'Beautiful Call' /$rCatrina Alferoff --$tchapter 11 Co-Production in Call Centres: The Workers' and Customers' Contribution /$rKerstin Rieder.
650 0 $aCustomer services$zGermany.
650 0 $aCustomer services$zGreat Britain.
650 0 $aCall centers$zGermany.
650 0 $aCall centers$zGreat Britain.
650 6 $aService à la clientèle$zAllemagne.
650 6 $aService à la clientèle$zGrande-Bretagne.
650 6 $aCentres d'appels (Affaires)$zAllemagne.
650 6 $aCentres d'appels (Affaires)$zGrande-Bretagne.
650 7 $aCall centers.$2fast$0(OCoLC)fst00844325
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
651 7 $aGermany.$2fast$0(OCoLC)fst01210272
651 7 $aGreat Britain.$2fast$0(OCoLC)fst01204623
655 4 $aElectronic books.
700 1 $aHoltgrewe, Ursula.
700 1 $aKerst, Christian.
776 08 $z9781315195810$z9781351765183
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio14726529$zTaylor & Francis eBooks
852 8 $blweb$hEBOOKS