Download or read book Re organising Service Work written by Karen A. Shire and published by Routledge. This book was released on 2017-09-29 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.

Download or read book The Gentle Art of Swedish Death Cleaning written by Margareta Magnusson and published by Simon and Schuster. This book was released on 2018-01-02 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: *The basis for the wonderfully funny and moving TV series developed by Amy Poehler and Scout Productions* A charming, practical, and unsentimental approach to putting a home in order while reflecting on the tiny joys that make up a long life. In Sweden there is a kind of decluttering called döstädning, dö meaning “death” and städning meaning “cleaning.” This surprising and invigorating process of clearing out unnecessary belongings can be undertaken at any age or life stage but should be done sooner than later, before others have to do it for you. In The Gentle Art of Swedish Death Cleaning, artist Margareta Magnusson, with Scandinavian humor and wisdom, instructs readers to embrace minimalism. Her radical and joyous method for putting things in order helps families broach sensitive conversations, and makes the process uplifting rather than overwhelming. Margareta suggests which possessions you can easily get rid of (unworn clothes, unwanted presents, more plates than you’d ever use) and which you might want to keep (photographs, love letters, a few of your children’s art projects). Digging into her late husband’s tool shed, and her own secret drawer of vices, Margareta introduces an element of fun to a potentially daunting task. Along the way readers get a glimpse into her life in Sweden, and also become more comfortable with the idea of letting go.

Download or read book Service Work written by Cameron MacDonald and published by Routledge. This book was released on 2008-08-20 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers experience. Within the sociology of work and related literatures, there are an increasing number of empirical studie

Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Download or read book Call Centres and Human Resource Management written by S. Deery and published by Springer. This book was released on 2003-12-09 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.

Download or read book Advances in Services Innovations written by Dieter Spath and published by Springer Science & Business Media. This book was released on 2006-12-02 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.

Download or read book New Technology Work written by Paul Boreham and published by Routledge. This book was released on 2007-12-11 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: A contemporary study of communications technologies and their impacts, this book provides an analysis of the forces impacting on the organization of work, and evaluates the strategies developed to utilize them in beneficial ways.

Download or read book Rethinking Work written by Mark Hearn and published by Cambridge University Press. This book was released on 2006-02-13 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: This 2006 book is structured around the themes of time, space and discourse as they are applied to our working lives.

Download or read book Rethinking Misbehavior and Resistance in Organizations written by Lucy Taksa and published by Emerald Group Publishing. This book was released on 2012-12-05 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume challenges understandings of organizational misbehavior looking beyond traditional conceptions of the nexus between misbehavior and resistance in the workplace. The volume includes a contribution from Stephen Ackroyd and adds to the emerging body of evidence that disturbs assumptions of consensus and conformity in organizations.

Download or read book Linguistic Ethnography of a Multilingual Call Center written by Johanna Woydack and published by Springer. This book was released on 2018-09-24 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an innovative institutional transpositional ethnography that examines the textual trajectory of “the life of a calling script” from production by corporate management and clients to recontextualization by middle management and finally to application by agents in phone interactions. Drawing on an extensive original research it provides a behind-the-scenes view of a multilingual call center in London and critiques the archetypal modern workplace practices including extensive use of monitoring and standardization and use of low-skilled precariat labor. In doing so, it offers fresh perspectives on contemporary debates about resistance, agency, and compliance in globalized workplaces. This study will provide a valuable resource to students and scholars of management studies, communication, sociolinguistics, and linguistic anthropology.

Download or read book Brookings Trade Forum 2005 written by Susan M. Collins and published by Brookings Institution Press. This book was released on 2006-03-16 with total page 526 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tentative contents include: •Offshoring: Threats and Opportunities Daniel Trefler (University of Toronto) •Modeling the Offshoring of White-Collar Services: From Comparative Advantage to the New Theories of Trade and FDI James Markusen (University of Colorado) •Globalization and the Outsourcing of Services: The Impact of Indian Offshoring Rafiq Dossani (Stanford University) •Offshoring in the Semiconductor Industry: A Historical Perspective Clair Brown and Greg Linden (University of California, Berkeley) •A Fairer Deal For America's Workers in a New Era of Offshoring Lael Brainard and Robert Litan (Brookings Institution and the Kauffman Foundation)

Download or read book Women Work and Mobilities written by Nihan Akyelken and published by Taylor & Francis. This book was released on 2023-09-29 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores the wider implications of how workers move within and across cities and regions to reach economic opportunities. It does so with a specific focus on women in urban and regional contexts in Turkey. The book reveals specificities and generalisations about mobility patterns of women in low-income households/low-paid jobs and how these change in the existence of urban and regional interventions, such as industrial zoning, urban transformations and mobility restrictions. The book presents new theorisations of work and mobility through labour agency, showing how mobility changes the recruitment and use of labour under state interventions. It orchestrates the existing narratives of containment, mobility and rootedness to shed light on the role of labour agency in organising livelihoods. The book particularly acknowledges the multiscale, multifaceted and relational nature of mobilities entailed in the economy by bringing the role of labour agency into urban and regional contexts. This book will appeal to researchers and students working on labour geography, feminist geography, mobilities and urban studies.

Download or read book Understanding Social Inequality written by Tim Butler and published by SAGE. This book was released on 2007-01-19 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This is a book that should be read by anyone interested in class, inequality, poverty and politics. Actually, probably more importantly it should be read by people who think that those things do not matter! It provides a wonderful summation of the huge amount of work on these topics that now exists and it also offers its own distinctive perspectives on a set of issues that are - despite the claims of some influential commentators - still central to the sociological enterprise and, indeed to political life."- Roger Burrows, University of York "A clear and compelling analysis of the dynamics of social and spatial inequality in an era of globalisation. This is an invaluable resource for students and scholars in sociology, human geography and the social sciences more generally."- Gary Bridge, University of Bristol With the declining attention paid to social class in sociology, how can we analyze continuing and pervasive socio-economic inequality? What is the impact of recent developments in sociology on how we should understand disadvantage? Moving beyond the traditional dichotomies of social theory, this book brings the study of social stratification and inequality into the 21st century. Starting with the widely agreed ′fact′ that the world is becoming more unequal, this book brings together the ′identity of displacement′ in sociology and the ′spaces of flow′ of geography to show how place has become an increasingly important focus for understanding new trends in social inquality.

Download or read book Smiling Down the Line written by Bob Russell and published by University of Toronto Press. This book was released on 2009-01-01 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed.

Download or read book Disintegrating Democracy at Work written by Virginia Doellgast and published by Cornell University Press. This book was released on 2012-02-15 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The shift from manufacturing- to service-based economies has often been accompanied by the expansion of low-wage and insecure employment. Many consider the effects of this shift inevitable. In Disintegrating Democracy at Work, Virginia Doellgast contends that high pay and good working conditions are possible even for marginal service jobs. This outcome, however, depends on strong unions and encompassing collective bargaining institutions, which are necessary to give workers a voice in the decisions that affect the design of their jobs and the distribution of productivity gains. Doellgast’s conclusions are based on a comparative study of the changes that occurred in the organization of call center jobs in the United States and Germany following the liberalization of telecommunications markets. Based on survey data and interviews with workers, managers, and union representatives, she found that German managers more often took the "high road" than those in the United States, investing in skills and giving employees more control over their work. Doellgast traces the difference to stronger institutional supports for workplace democracy in Germany. However, these democratic structures were increasingly precarious, as managers in both countries used outsourcing strategies to move jobs to workplaces with lower pay and weaker or no union representation. Doellgast’s comparative findings show the importance of policy choices in closing off these escape routes, promoting broad access to good jobs in expanding service industries.

Download or read book Globalization Communication and the Workplace written by Gail Forey and published by A&C Black. This book was released on 2010-08-26 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: >

Download or read book Multinational Retailers and Consumers in China written by J. Gamble and published by Springer. This book was released on 2011-07-12 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates the transfer of parent country organizational practices by the retailers to their Chinese subsidiaries, providing insights into employment relations in multinational retail firms and changing labour-management systems in China, as well as their impact on consumer culture.