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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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.
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Item type: Book Section ID code: 7688 Dates: DateEventJanuary 2002PublishedSubjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management Department: Strathclyde Business School > Work, Organisation and Employment Depositing user: Strathprints Administrator Date deposited: 27 Jul 2009 09:31 Last modified: 11 Nov 2024 14:32 URI: https://strathprints.strath.ac.uk/id/eprint/7688