TY  - BOOK
AU  - Holtgrewe, Ursula
AU  - Kerst, Christian
AU  - Shire, Karen
TI  - Re-organising service work: call centres in Germany and Britain
SN  - 0754619559
U1  - 658.812 
PY  - 2002///
CY  - England
PB  - Ashgate
KW  - Customer services - Germany
KW  - Customer services - Great Britain
KW  - Call centers - Germany
KW  - Call centers - Great Britain
N2  - This book 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, and 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 concludes that call centre employment is in fact very diverse
ER  -