Re-organising Service Work: Call Centres in Germany and Britain PDF Download
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Author: Karen A. Shire
Publisher: Routledge
ISBN: 1351765175
Category : Social Science
Languages : en
Pages : 203
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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: 1351765175
Category : Social Science
Languages : en
Pages : 203
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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: 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: 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.
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: 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: Tim Butler
Publisher: SAGE
ISBN: 9780761963707
Category : Social Science
Languages : en
Pages : 236
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Book Description
"This is a book that should be read by anyone interested in class, inequality, poverty and politics. Actually, probably more importantly it should be read by people who think that those things do not matter! It provides a wonderful summation of the huge amount of work on these topics that now exists and it also offers its own distinctive perspectives on a set of issues that are - despite the claims of some influential commentators - still central to the sociological enterprise and, indeed to political life."- Roger Burrows, University of York "A clear and compelling analysis of the dynamics of social and spatial inequality in an era of globalisation. This is an invaluable resource for students and scholars in sociology, human geography and the social sciences more generally."- Gary Bridge, University of Bristol With the declining attention paid to social class in sociology, how can we analyze continuing and pervasive socio-economic inequality? What is the impact of recent developments in sociology on how we should understand disadvantage? Moving beyond the traditional dichotomies of social theory, this book brings the study of social stratification and inequality into the 21st century. Starting with the widely agreed ′fact′ that the world is becoming more unequal, this book brings together the ′identity of displacement′ in sociology and the ′spaces of flow′ of geography to show how place has become an increasingly important focus for understanding new trends in social inquality.
Author: Gail Forey
Publisher: A&C Black
ISBN: 0826446078
Category : Language Arts & Disciplines
Languages : en
Pages : 290
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Book Description
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Author: J.K. Tina Basi
Publisher: Routledge
ISBN: 1134016352
Category : Business & Economics
Languages : en
Pages : 227
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Book Description
Introduction : 'a myriad of well-wishing "little sisters"' -- Globalizing India : the rise of the call centre and BPO industries -- Pinking and rethinking professional identities : the construction of women's work identities -- BTMs in BPOs : using sartorial strategies to establish patterns of identification and recognition -- Techs and the city : challenging patriarchal norms through spatial practice -- Conclusion : agency and identity.
Author: S. Walby
Publisher: Springer
ISBN: 0230624871
Category : Social Science
Languages : en
Pages : 332
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Book Description
Comparing the UK, US, Germany and Japan, this book draws on innovative concepts of varieties of gender regime as well as varieties of capitalism. The volume re-thinks the processes of de-gendering and re-gendering of working practices in the context of both de-regulation and re-regulation of employment.
