A01=Christian Kerst
A01=Karen A. Shire
A01=Ursula Holtgrewe
Author_Christian Kerst
Author_Karen A. Shire
Author_Ursula Holtgrewe
Britain
Call
Call Centre
Call Centre Agents
Call Centre Development
Call Centre Employees
Call Centre Industry
Call Centre Jobs
Call Centre Manager
Call Centre Operations
Call Centre Service
Call Centre Setting
Call Centre Staff
Call Centre Workers
Call Centre Workforce
Carsten Dose
Case Study Call Centres
Category=JHB
Catrina Alferoff
Centres
Christian Kerst
Claudia Weinkopf
comparative employment relations
cross-national call centre employment analysis
Customer Sovereignty
David Knights
Emotional Labour
Enchanting Myth
eq_bestseller
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
eq_society-politics
External Service Providers
flexible employment
gendered service work
George Callaghan
German Call Centre
Germany
Herbert Oberbeck
In-house Call Centres
industrial sociology
Ingo Matuschek
Integrative Work Organisation
Interactive Service Work
Jochen Schroth
Karen Shire
Kerstin Rieder
labour process theory
Marc Schietinger
Marek Korczynski
Nestor D'Alessio
organisational control strategies
Outsourced Call Centres
Paul Thompson
Peter Bain
Phil Taylor
Philip Anderson
Sandra Arzbacher
Service Interactions
Susanne Biltner
UK Call Centre
Ursula Holtgrewe
Vicki Belt
Product details
- ISBN 9781138718418
- Weight: 453g
- Dimensions: 156 x 234mm
- Publication Date: 29 Jan 2019
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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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.
Karen A. Shire, Ursula Holtgrewe, Christian Kerst
