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010   $a9786610548996
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035   $a(CKB)1000000000359656
035   $a(EBL)273725
035   $a(OCoLC)299572226
035   $a(SSID)ssj0000138114
035   $a(PQKBManifestationID)11146791
035   $a(PQKBTitleCode)TC0000138114
035   $a(PQKBWorkID)10096429
035   $a(PQKB)11466253
035   $a(MiAaPQ)EBC273725
035   $a(OCoLC)74753175
035   $a(oapen)https://directory.doabooks.org/handle/20.500.12854/35920
035   $a(MiAaPQ)EBC7245482
035   $a(Au-PeEL)EBL7245482
035   $a(OCoLC)1378937908
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100   $a20180331d2006      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 00$aDevelopments in the call centre industry $eanalysis, changes, and challenges /$fedited by John Burgess and Julia Connell
210   $cTaylor & Francis$d2006
210  1$aNew York :$cRoutledge,$d2006.
215   $a1 online resource (225 p.)
225 1 $aRoutledge Studies in Business Organizations and Networks
300   $aDescription based upon print version of record.
311   $a0-415-51148-8 
311   $a0-415-35702-0 
320   $aIncludes bibliographical references and index.
327   $aBook 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
327   $a8. 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
330   $aOver the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
410  0$aRoutledge Studies in Business Organizations and Networks
606   $aCall centers
606   $aTelecommunication
610   $awork
610   $aemployees
610   $amanagers
610   $aagents
610   $aoperation
610   $asector
610   $aoffshoring
610   $aresearch
610   $abusiness
610   $aprocess
615  0$aCall centers.
615  0$aTelecommunication.
676   $a381.142
676   $a381/.142
676   $a658.812
700   $aConnell$b Julia$4edt$0899674
701   $aBurgess$b John$g(K. John)$0939619
701   $aConnell$b Julia$f1956-$0899674
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910765877103321
996   $aDevelopments in the call centre industry$93653619
997   $aUNINA