Customer service : empowerment and entrapment
Author(s)
Bibliographic Information
Customer service : empowerment and entrapment
(Critical perspectives on work and organisations / series editors, David Knights ... [et al.])
Palgrave, 2001
Available at 13 libraries
  Aomori
  Iwate
  Miyagi
  Akita
  Yamagata
  Fukushima
  Ibaraki
  Tochigi
  Gunma
  Saitama
  Chiba
  Tokyo
  Kanagawa
  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
  Mie
  Shiga
  Kyoto
  Osaka
  Hyogo
  Nara
  Wakayama
  Tottori
  Shimane
  Okayama
  Hiroshima
  Yamaguchi
  Tokushima
  Kagawa
  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
  Sweden
  Norway
  United States of America
Note
Includes bibliographical references and indexes
Description and Table of Contents
Description
Customer service is at the centre of many recent changes in work and organisations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally.
A provocative and insightful work aimed at students of organisations and management as well as thoughtful practitioners.
Table of Contents
- Notes on the Contributors.- Servicing Societies?: Colonisation, Control, Contradiction and Contestation
- A.Sturdy.- Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?
- P.Rosenthal, R.Peccei & S.Hill.- Representing Customer Service: Telephones and Texts
- E.Wray-Bliss.- Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry
- M.Tyler & S.Taylor.- The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy
- M.Korczynski.- From Person to System Oriented Customer Service
- G.Ritzer & T.Stillman.- 'Empowering Customers Through Education' or Governing Without Government?
- D.Hodgson.- Struggles for the Control of Affect: Resistance as Politics and Emotion
- A.Sturdy & S.Fineman.- The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work
- J.Manley.- The Importance of Being Aesthetic: Work, Employment and Service Organisation
- D.Nickson, C.Warhurst, A.Witz & A.Cullen.- Relationship Marketing, E-commerce and the Emancipation of the Consumer
- J.Fitchett & P.McDonagh.- Epilogue
- P.du Gay.
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