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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.
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.
Dieser Sammelband dient dem Austausch von Forschungsergebnissen
zwischen den Projekten der Fokusgruppe AAL-MST an der Schnittstelle
Nutzer-Dienstleistungen." Untersuchungsgegenstand sind Aspekte des
Einsatzes von Mikrosystemtechnik als Schnittstelle zwischen Nutzern
und Anbietern von Dienstleis-tungen im Sinne assistiver Systeme im
Healthcare-Bereich."
The importance of customer service is widely emphasized in business
today. This book offers the first comprehensive analysis of the
organization and dynamics of front-line work. The volume is based
on a four-year study of over a thousand employees and eight leading
companies in the United States, Australia, and Japan. On the Front
Line reveals similarities and differences found in work
environments such as variance in authority relations and division
of labor as well as significant contrasts between management
approaches used in Japan and those used in the United States and
Australia. By examining how work differs among service, sales, and
knowledge-based settings, it also shows how bureaucratic,
entrepreneurial, and network forms of organization coexist in the
informational economy.This seminal analysis of work in the service
sector offers both a benchmark for consultants working with
customer-contact organizations and valuable information for anyone
concerned with the changing nature of work."
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