Re-organising service work : call centres in Germany and Britain

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書誌事項

Re-organising service work : call centres in Germany and Britain

edited by Ursula Holtgrewe, Christian Kerst, Karen Shire

Ashgate, c2002

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Includes bibliographies and index

内容説明・目次

内容説明

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.

目次

  • Re-organizing customer service work - an introduction, Karen Shire, Ursula Holtgrewe and Christian Kerst. Institutions and contexts - the making of an industry?: call centres - constructing flexibility, Sandra Arzbacher, Ursula Holtgrewe and Christian Kerst
  • consolidation, "cowboys" and the developing employment relationship in British, Dutch and US call centres, Peter Bain and Phil Taylor
  • call centres in Germany - employment, training and job design, Susanne Bittner, Marc Schietinger, Jochen Schroth and Claudia Weinkopf
  • call centres as organizational crystallization of new labour relations, working conditions and a new service culture? Nester D'Alessio and Herbert Obereck. Rationalization, skills and control: skill formation in call centres, Paul Thompson and George Callaghan
  • capitalizing on femininity - gender and the utilization of social skills in telephone call centres, Vicki Belt
  • call centres and the contradictions of the flexible bureaucracy, Carsten Dose. Customer service work and interaction: call centre consumption and the enchanting myth of customer sovereignty, Marek Korczynski
  • quality time and the "beautiful call", Catarina Alferoff and David Knights
  • co-production in call centres - the workers' and customers' contribution, Kerstein Rieder, Ingo Matuschek and Philip Anderson.

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