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Record Nr. |
UNINA9910348236403321 |
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Titolo |
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell |
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Pubbl/distr/stampa |
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New York : , : Routledge, , 2006 |
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ISBN |
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1-134-24881-4 |
1-134-24882-2 |
1-280-54899-1 |
9786610548996 |
0-203-00300-4 |
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Descrizione fisica |
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1 online resource (225 p.) |
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Collana |
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Routledge Studies in Business Organizations and Networks |
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Altri autori (Persone) |
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BurgessJohn (K. John) |
ConnellJulia <1956-> |
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Disciplina |
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Soggetti |
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Call centers |
Telecommunication |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Book Cover; Half-Title; Series-Title; Title; Copyright; Contents; List of Figures; List of Tables; Notes on Contributors; Foreword; Acknowledgements; Abbreviations; 1. Developments in the call centre sector: An overview; 2. Offshoring call centres: The view from Wall Street; 3. Work organisation and employee relations in Indian call centres; 4. German call centers between service orientation and efficiency: 'The polyphony of telephony'; 5. A national survey of Korean call centres; 6. Skill and info-service work in Australian call centres; 7. Gender, skills and careers in UK call centres |
8. Community unionism in a regional call centre: The organiser's perspective9. Agency and constraint: Call centre managers talk about their work; 10. How 'Taylorised' is call centre work? The sphere of customer practice in Greece; 11. Escaping the electronic birdcage: Workplace strategies in Swedish call centres; Index |
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