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

Contributor(s): Material type: TextTextPublication details: England Ashgate 2002 Description: xiii, 229 pISBN:
  • 0754619559
  • 9780754619550
Subject(s): DDC classification:
  • 658.812
Summary: 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.
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Item type Current library Item location Shelving location Call number Status Date due Barcode
Books Vikram Sarabhai Library Rack 40-A / Slot 2266 (2nd Floor, East Wing) General Stacks 658.812 R3 (Browse shelf(Opens below)) Available 161487

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.

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