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Biblioteca

MARC Lista (tabellare)
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
Autore Connell Julia
Pubbl/distr/stampa Taylor & Francis, 2006
Descrizione fisica 1 online resource (225 p.)
Disciplina 381.142
381/.142
658.812
Altri autori (Persone) BurgessJohn (K. John)
ConnellJulia <1956->
Collana Routledge Studies in Business Organizations and Networks
Soggetto topico Call centers
Telecommunication
Soggetto non controllato work
employees
managers
agents
operation
sector
offshoring
research
business
process
ISBN 1-134-24881-4
1-134-24882-2
1-280-54899-1
9786610548996
0-203-00300-4
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
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
Record Nr. UNINA-9910765877103321
Connell Julia  
Taylor & Francis, 2006
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
Pubbl/distr/stampa New York : , : Routledge, , 2006
Descrizione fisica 1 online resource (225 p.)
Disciplina 381.142
381/.142
658.812
Altri autori (Persone) BurgessJohn (K. John)
ConnellJulia <1956->
Collana Routledge Studies in Business Organizations and Networks
Soggetto topico Call centers
Telecommunication
Soggetto genere / forma Electronic books.
ISBN 1-134-24881-4
1-134-24882-2
1-280-54899-1
9786610548996
0-203-00300-4
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
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
Record Nr. UNINA-9910348236403321
New York : , : Routledge, , 2006
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui