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Customer Service
Buch
Buch
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Fachbuch
2001

Customer Service

Empowerment and Entrapment

Kollektion

Critical Perspectives on Work and Organisations

ISBN
EAN
978-0-333-94607-7
9780333946077
Artikel-Nr.
ELQ88W4
Bestpreis-Garantie
Kostenloser Versand
Rabatt
-20.2
%
CHF 86.00
CHF
68.60
Anzahl
1
Maximale
Lieferzeit
33
Arbeitstage
Freitag
10.09.2021
speech-bubble-svg Beschreibung
Customer service is at the centre of many recent changes in work and organisations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally.

A provocative and insightful work aimed at students of organisations and management as well as thoughtful practitioners.
Inhaltsverzeichnis
Notes on the Contributors.- Servicing Societies?: Colonisation, Control, Contradiction and Contestation; A.Sturdy.- Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?; P.Rosenthal, R.Peccei & S.Hill.- Representing Customer Service: Telephones and Texts; E.Wray-Bliss.- Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry; M.Tyler & S.Taylor.- The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy; M.Korczynski.- From Person to System Oriented Customer Service; G.Ritzer & T.Stillman.- 'Empowering Customers Through Education' or Governing Without Government?; D.Hodgson.- Struggles for the Control of Affect: Resistance as Politics and Emotion; A.Sturdy & S.Fineman.- The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work; J.Manley.- The Importance of Being Aesthetic: Work, Employment and Service Organisation; D.Nickson, C.Warhurst, A.Witz & A.Cullen.- Relationship Marketing, E-commerce and the Emancipation of the Consumer; J.Fitchett & P.McDonagh.- Epilogue; P.du Gay.

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Herausgeber/-innen
Herausgegeben von
Herausgegeben von
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Autorenporträt
ANDREW STURDY is Reader in Organisation Studies, School of Management, Imperial College, University of London.

IRENA GRUGULIS is Reader in Employment Studies, School of Management, University of Salford.

HUGH WILLMOTT is Diageo Professor of Management Studies, The Judge Institute of Management, University of Cambridge.
Zielgruppe
Lower undergraduate
Publikation
Grossbritannien
29.03.2001
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Sprache
Englisch
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Softcover
215 Seiten
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Kostenloser Versand: Schweiz & Liechtenstein
Für den Versand nach Deutschland oder Frankreich werden die Versandgebühren der Schweizerischen Post berechnet. Diese werden Ihnen im Warenkorb für Ihre gesamte Bestellung berechnet.
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