Re-organising Service Work: Call Centres in Germany and Britain

Abstract

Re-organizing customer service work - an introduction, Karen Shire, Ursula Holtgrewe and Christian Kerst. Institutions and contexts - the making of an industry?: call centres - constructing flexibility, Sandra Arzbacher, Ursula Holtgrewe and Christian Kerst consolidation, cowboys and the developing employment relationship in British, Dutch and US call centres, Peter Bain and Phil Taylor call centres in Germany - employment, training and job design, Susanne Bittner, Marc Schietinger, Jochen Schroth and Claudia Weinkopf call centres as organizational crystallization of new labour relations, working conditions and a new service culture? Nester D'Alessio and Herbert Obereck. Rationalization, skills and control: skill formation in call centres, Paul Thompson and George Callaghan capitalizing on femininity - gender and the utilization of social skills in telephone call centres, Vicki Belt call centres and the contradictions of the flexible bureaucracy, Carsten Dose. Customer service work and interaction: call centre consumption and the enchanting myth of customer sovereignty, Marek Korczynski quality time and the beautiful call, Catarina Alferoff and David Knights co-production in call centres - the workers' and customers' contribution, Kerstein Rieder, Ingo Matuschek and Philip Anderson.

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