Customer Service: Empowerment and Entrapment: Critical Perspectives on Work and Organisations
Editat de Andrew Sturdy, Irena Grugulis, Hugh Willmotten Limba Engleză Paperback – 28 mar 2001
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Specificații
ISBN-13: 9780333946077
ISBN-10: 0333946073
Pagini: 215
Dimensiuni: 155 x 235 x 12 mm
Greutate: 0.3 kg
Ediția:2001
Editura: Bloomsbury Publishing
Colecția Red Globe Press
Seria Critical Perspectives on Work and Organisations
Locul publicării:London, United Kingdom
ISBN-10: 0333946073
Pagini: 215
Dimensiuni: 155 x 235 x 12 mm
Greutate: 0.3 kg
Ediția:2001
Editura: Bloomsbury Publishing
Colecția Red Globe Press
Seria Critical Perspectives on Work and Organisations
Locul publicării:London, United Kingdom
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Caracteristici
Looks
critically
at
customer
service
An
interdisciplinary
approach,
covering
topics
from
the
perspectives
of
business,
sociology,
cultural
studies,
marketing
Notă biografică
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.
Cuprins
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.