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Re-organising service work : call centres in Germany and Britain by Ursula Holtgrewe, Christian Kerst, Karen Shire is a book available to read on EtoBox.

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1. Re-organising Customer Service Work: An Introduction / Karen Shire, Ursula Holtgrewe And Christian Kerst -- Pt. I. Institutions And Contexts: The Making Of An Industry? -- 2. Call Centres: Constructing Flexibility / Sandra Arzbacher, Ursula Holtgrewe And Christian Kerst -- 3. Consolidation, 'cowboys' And The Developing Employment Relationship In British, Dutch And Us Call Centres / Peter Bain And Phil Taylor -- 4. Call Centres In Germany: Employment, Training And Job Design / Susanne Bittner, Marc Schietinger, Jochen Schroth And Claudia Weinkopf -- 5. Call Centres As Organisational Crystallisation Of New Labour Relations, Working Conditions And A New Service Culture? / Nestor D'alessio And Herbert Oberbeck. Edited By Ursula Holtgrewe, Christian Kerst And Karen Shire. Includes Bibliographical References And Index.

Author

Ursula Holtgrewe, Christian Kerst, Karen Shire

Publisher

Ashgate Publishing Limited

Published

2002

Language

EN

ISBN

9780754619550

Subjects

Business, Political Science, Finance