Customer service : empowerment and entrapment
著者
書誌事項
Customer service : empowerment and entrapment
（Critical perspectives on work and organisations / series editors, David Knights ... [et al.]）
Palgrave, 2001
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注記
Includes bibliographical references and indexes
内容説明・目次
内容説明
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.
目次
- 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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