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9780333946077

Customer Service Empowerment and Entrapment

by ; ;
  • ISBN13:

    9780333946077

  • ISBN10:

    0333946073

  • Format: Paperback
  • Copyright: 2003-01-18
  • Publisher: Red Globe Pr
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Supplemental Materials

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Summary

Customer service is at the center of many recent changes in work and organizations 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.

Author Biography

Andrew Sturdy is at the University of Bath.

Irena Gruelis is Reader in Employment Studies, University of Salford.

Hugh Willmott is Professor of Organisational Analysis, Manchester School of Management, University of Manchester Institute of Science and Technology.

Table of Contents

Notes on the Contributors vii
Servicing Societies? - Colonisation, Control, Contradiction and Contestation
1(17)
Andrew Sturdy
Academic Discourses of the Customer: 'Sovereign Beings', 'Management Accomplices' or 'People Like Us'?
18(20)
Patrice Rosenthal
Ricardo Peccei
Stephen Hill
Representing Customer Service: Telephones and Texts
38(22)
Edward Wray-Bliss
Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry
60(19)
Melissa Tyler
Steve Taylor
The Contradictions of Service Work: Call Centre as Customer-Oriented Bureaucracy
79(23)
Marek Korczynski
From Person- to System-Oriented Service
102(15)
George Ritzer
Todd Stillman
`Empowering Customers Through Education' or Governing Without Government?
117(18)
Damian Hodgson
Struggles for the Control of Effect -- Resistance as Politics and Emotion
135(22)
Andrew Sturdy
Stephen Fineman
The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work
157(13)
Joan E. Manley
The Importance of Being Aesthetic: Work, Employment and Service Organisation
170(21)
Dennis Nickson
Chris Warhurst
Anne Witz
Anne-Marie Cullen
Relationship Marketing, E-commerce and the Emancipation of the Consumer
191(9)
James Fitchett
Pierre McDonagh
Epilogue: Servicing as Cultural Economy
200(5)
Paul du Gay
Author Index 205(5)
Subject Index 210

Supplemental Materials

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The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

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