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Author: Karen A. Shire
Publisher: Routledge
ISBN: 1351765183
Category : Social Science
Languages : en
Pages : 244
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Book Description
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.
Author: Karen A. Shire
Publisher: Routledge
ISBN: 1351765183
Category : Social Science
Languages : en
Pages : 244
Get Book Here
Book Description
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.
Author: Margareta Magnusson
Publisher: Simon and Schuster
ISBN: 1501173251
Category : House & Home
Languages : en
Pages : 144
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Book Description
*The basis for the wonderfully funny and moving TV series developed by Amy Poehler and Scout Productions* A charming, practical, and unsentimental approach to putting a home in order while reflecting on the tiny joys that make up a long life. In Sweden there is a kind of decluttering called döstädning, dö meaning “death” and städning meaning “cleaning.” This surprising and invigorating process of clearing out unnecessary belongings can be undertaken at any age or life stage but should be done sooner than later, before others have to do it for you. In The Gentle Art of Swedish Death Cleaning, artist Margareta Magnusson, with Scandinavian humor and wisdom, instructs readers to embrace minimalism. Her radical and joyous method for putting things in order helps families broach sensitive conversations, and makes the process uplifting rather than overwhelming. Margareta suggests which possessions you can easily get rid of (unworn clothes, unwanted presents, more plates than you’d ever use) and which you might want to keep (photographs, love letters, a few of your children’s art projects). Digging into her late husband’s tool shed, and her own secret drawer of vices, Margareta introduces an element of fun to a potentially daunting task. Along the way readers get a glimpse into her life in Sweden, and also become more comfortable with the idea of letting go.
Author: Cameron MacDonald
Publisher: Routledge
ISBN: 1135926603
Category : Business & Economics
Languages : en
Pages : 214
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Book Description
Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers experience. Within the sociology of work and related literatures, there are an increasing number of empirical studie
Author: Julia Connell
Publisher: Routledge
ISBN: 1134248814
Category : Business & Economics
Languages : en
Pages : 237
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Book Description
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Author: S. Deery
Publisher: Springer
ISBN: 0230288804
Category : Business & Economics
Languages : en
Pages : 302
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Book Description
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
Author: Dieter Spath
Publisher: Springer Science & Business Media
ISBN: 3540298606
Category : Technology & Engineering
Languages : en
Pages : 308
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Book Description
The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.
Author: Paul Boreham
Publisher: Routledge
ISBN: 113449193X
Category : Business & Economics
Languages : en
Pages : 239
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Book Description
A contemporary study of communications technologies and their impacts, this book provides an analysis of the forces impacting on the organization of work, and evaluates the strategies developed to utilize them in beneficial ways.
Author: Mark Hearn
Publisher: Cambridge University Press
ISBN: 9780521617598
Category : Business & Economics
Languages : en
Pages : 374
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Book Description
This 2006 book is structured around the themes of time, space and discourse as they are applied to our working lives.
Author: Lucy Taksa
Publisher: Emerald Group Publishing
ISBN: 1780526636
Category : Business & Economics
Languages : en
Pages : 282
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Book Description
This volume challenges understandings of organizational misbehavior looking beyond traditional conceptions of the nexus between misbehavior and resistance in the workplace. The volume includes a contribution from Stephen Ackroyd and adds to the emerging body of evidence that disturbs assumptions of consensus and conformity in organizations.
Author: Johanna Woydack
Publisher: Springer
ISBN: 331993323X
Category : Language Arts & Disciplines
Languages : en
Pages : 223
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Book Description
This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of “the life of a calling script” from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology.
