|
|
|
|
|
|
|
|
1. |
Record Nr. |
UNINA9910765877103321 |
|
|
Autore |
Connell Julia |
|
|
Titolo |
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell |
|
|
|
|
|
|
|
Pubbl/distr/stampa |
|
|
Taylor & Francis, 2006 |
|
New York : , : Routledge, , 2006 |
|
|
|
|
|
|
|
|
|
ISBN |
|
1-134-24881-4 |
1-134-24882-2 |
1-280-54899-1 |
9786610548996 |
0-203-00300-4 |
|
|
|
|
|
|
|
|
Descrizione fisica |
|
1 online resource (225 p.) |
|
|
|
|
|
|
Collana |
|
Routledge Studies in Business Organizations and Networks |
|
|
|
|
|
|
Altri autori (Persone) |
|
BurgessJohn (K. John) |
ConnellJulia <1956-> |
|
|
|
|
|
|
|
|
Disciplina |
|
|
|
|
|
|
|
|
Soggetti |
|
Call centers |
Telecommunication |
|
|
|
|
|
|
|
|
Lingua di pubblicazione |
|
|
|
|
|
|
Formato |
Materiale a stampa |
|
|
|
|
|
Livello bibliografico |
Monografia |
|
|
|
|
|
Note generali |
|
Description based upon print version of record. |
|
|
|
|
|
|
Nota di bibliografia |
|
Includes bibliographical references and index. |
|
|
|
|
|
|
Nota di contenuto |
|
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 |
|
|
|
|