Customer service : empowerment and entrapment /
Aimed at students of organisation studies, human resource management and marketing, this book explores the nature, impact and potential of customer service from different critical perspectives. Considering key topics such as customer relationship management, e-commerce, the management of aesthetics...
| Other Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Basingstoke :
Palgrave,
2001
Basingstoke ; New York : 2001 Basingstoke : 2001 |
| Series: | Critical perspectives on work and organisations
|
| Subjects: |
Table of Contents:
- 1 Servicing Societies? - Colonisation, Control, Contradiction and Contestation / Andrew Sturdy 1
- 2 Academic Discourses of the Customer: 'Sovereign Beings', 'Management Accomplices' or 'People Like Us'? / Patrice Rosenthal, Ricardo Peccei, Stephen Hill 18
- 3 Representing Customer Service: Telephones and Texts / Edward Wray-Bliss 38
- 4 Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry / Melissa Tyler, Steve Taylor 60
- 5 The Contradictions of Service Work: Call Centre as Customer-Oriented Bureaucracy / Marek Korczynski 79
- 6 From Person- to System-Oriented Service / George Ritzer, Todd Stillman 102
- 7 'Empowering Customers Through Education' or Governing Without Government? / Damian Hodgson 117
- 8 Struggles for the Control of Effect - Resistance as Politics and Emotion / Andrew Sturdy, Stephen Fineman 135
- 9 The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work / Joan E. Manley 157
- 10 The Importance of Being Aesthetic: Work, Employment and Service Organisation / Dennis Nickson, Chris Warhurst, Anne Witz, Anne-Marie Cullen 170
- 11 Relationship Marketing, E-commerce and the Emancipation of the Consumer / James Fitchett, Pierre McDonagh 191
- 12 Epilogue: Servicing as Cultural Economy / Paul du Gay 200
- 1 Servicing Societies? - Colonisation, Control, Contradiction and Contestation / Andrew Sturdy
- 2. Academic Discourses of the Customer: 'Sovereign Beings', 'Management Accomplices' or 'People Like Us'? / Patrice Rosenthal, Ricardo Peccei and Stephen Hill
- 3. Representing Customer Service: Telephones and Texts / Edward Wray-Bliss
- 4. Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry / Melissa Tyler and Steve Taylor
- 5. The Contradictions of Service Work: Call Centre as Customer-Oriented Bureaucracy / Marek Korczynski
- 6. From Person- to System-Oriented Service / George Ritzer and Todd Stillman
- 7. 'Empowering Customers Through Education' or Governing Without Government? / Damian Hodgson
- 8. Struggles for the Control of Affect - Resistance as Politics and Emotion / Andrew Sturdy and Stephen Fineman
- 9. The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work / Joan E. Manley
- 10. The Importance of Being Aesthetic: Work, Employment and Service Organisation / Dennis Nickson, Chris Warhurst and Anne Witz / [et al.]
- 11. Relationship Marketing, E-commerce and the Emancipation of the Consumer / James Fitchett and Pierre McDonagh
- 12. Epilogue: Servicing as Cultural Economy / Paul du Gay.