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Customer service: empowerment and entrapment · Study

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ChapterCustomer service: empowerment and entrapment

Patrice Elizabeth Rosenthal2001

Chapter2001

Customer service: empowerment and entrapment

Patrice Elizabeth Rosenthal · Riccardo Peccei

192 citations·0/0 files stored·Palgrave Macmillan eBooks

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

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2009‘I Can't Put a Smiley Face On’: Working‐Class Masculinity, Emotional Labour and Service Work in the ‘New Economy’2006Keeping up Appearances: Aesthetic Labour in the Fashion Modelling Industries of London and New York 2004Glass Cages and Glass Palaces: Images of Organization in Image-Conscious Times 2010Workers, Managers, and Customers 2003Work at Leisure and Leisure at Work: A Study of the Emotional Labour of Tour Reps 2005Metaphors of Resistance 2002Tensions and variations in call centre management strategies 2008Emotional labour/body work: The caring labours of migrants in the UK’s National Health Service

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Year2001

Typechapter

Published2001-01-01

VenuePalgrave Macmillan eBooks

Languageen

Citations192

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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openalex_workW198633365

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