Research Catalog
Developments in the call centre industry : analysis, changes and challenges
- Title
- Developments in the call centre industry : analysis, changes and challenges / edited by John Burgess and Julia Connell.
- Publication
- London ; New York : Routledge, 2006.
- Supplementary Content
- Publisher description
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Details
- Additional Authors
- Description
- xv, 205 p. : ill.; 24 cm.
- Series Statement
- Routledge studies in business organizations and networks ; 39
- Uniform Title
- Routledge studies in business organization and networks ; 39.
- Subject
- Bibliography (note)
- Includes bibliographical references and index.
- Contents
- Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How "Taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : workplace strategies in Swedish call centres / Antoni Lindgren and Per Sederblad.
- Call Number
- JBE 06-1363
- ISBN
- 0415357020 (hbk.)
- 0203003004 (ebk.)
- LCCN
- 2005031243
- 9780415357029 (hbk.)
- 9780203003008 (ebk.)
- OCLC
- 62421077
- vendorOCM62421077
- Title
- Developments in the call centre industry : analysis, changes and challenges / edited by John Burgess and Julia Connell.
- Imprint
- London ; New York : Routledge, 2006.
- Series
- Routledge studies in business organizations and networks ; 39Routledge studies in business organization and networks ; 39.
- Bibliography
- Includes bibliographical references and index.
- Connect to:
- Added Author
- Burgess, John (K. John)Connell, Julia, 1956-
- Other Standard Identifier
- 9780415357029 (hbk.)9780203003008 (ebk.)
- Research Call Number
- JBE 06-1363