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Skill formation in call centres

Thompson, P. and Callaghan, G. (2002) Skill formation in call centres. In: Call Centres: A Comparative Analysis. Ashgate, pp. 105-122. ISBN 0745619559

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Abstract

Call centres are a new 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 book 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.

Item type: Book Section
ID code: 7688
Keywords: call centres, human resource management, skills, Management. Industrial Management
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Strathclyde Business School > Human Resource Management
Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 27 Jul 2009 10:31
    Last modified: 12 Mar 2012 10:47
    URI: http://strathprints.strath.ac.uk/id/eprint/7688

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