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Books > Social sciences > Sociology, social studies > Social issues
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Re-Organising Service Work - Call centres in Germany and Britain (Paperback)
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Re-Organising Service Work - Call centres in Germany and Britain (Paperback)
Series: Routledge Revivals
Expected to ship within 10 - 15 working days
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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.
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