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.
|Title of host publication||Call Centres: A Comparative Analysis|
|Number of pages||17|
|Publication status||Published - Jan 2002|
- call centres
- human resource management