Customer Service
Empowerment and Entrapment
Published on 29. March 2001
Book
Paperback/Softback
XI, 215 pages
978-0-333-94607-7 (ISBN)
Description
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.
A provocative and insightful work aimed at students of organisations and management as well as thoughtful practitioners.
More details
Series
Edition
2001
Language
English
Place of publication
London
United Kingdom
Publishing group
Bloomsbury Publishing PLC
Target group
College/higher education
Dimensions
Height: 216 mm
Width: 140 mm
Thickness: 12 mm
Weight
293 gr
ISBN-13
978-0-333-94607-7 (9780333946077)
DOI
10.1057/9781137039262
Schweitzer Classification
Persons
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.
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.
Content
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.