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.
Are there elusive titles that you need and have been trying to source for years but thought that you would never be able to find?
Well this may be the end of your quest – here is a fantastic opportunity for you to discover past brilliance and purchase previously out of print and unavailable titles by some of the world’s most eminent academic scholars.
Drawing from over 100 years of innovative, cutting-edge publishing, Routledge Revivals is an exciting programme whereby key titles from the distinguished and extensive backlist of the many acclaimed imprints associated with Routledge will be re-issued.
The programme draws upon the illustrious backlists of Kegan Paul, Trench & Trubner, Routledge & Kegan Paul, Methuen, Allen & Unwin and Routledge itself.
Routledge Revivals spans the whole of the Humanities and Social Sciences, and includes works by some of the world’s greatest thinkers including Emile Durkheim, Max Weber, Simone Weil, Martin Buber, Karl Jaspers and Max Beloff.
If you are interested in Revivals in the Behavioral Sciences, please visit https://www.routledge.com/series/PSYREVIVALS