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Customer Service de Andrew Sturdy

Customer Service

Editat de Andrew Sturdy, Irena Gruelis, Hugh Willmott
en Limba Engleză Paperback – 18 ian 2003
Customer service is at the centre of many recent changes in work and organisations 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.A provocative and insightful work aimed at students of organisations and management as well as thoughtful practitioners.
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Specificații

ISBN-13: 9780333946077
ISBN-10: 0333946073
Pagini: 228
Dimensiuni: 140 x 216 x 12 mm
Greutate: 0.29 kg
Ediția:2001
Editura: Red Globe Press
Locul publicării:London, United Kingdom

Caracteristici

Looks critically at customer service An interdisciplinary approach, covering topics from the perspectives of business, sociology, cultural studies, marketing

Notă biografică

ANDREW STURDY is Reader in Organisation Studies, School of Management, Imperial College, University of London.IRENA GRUGULIS is Reader in Employment Studies, School of Management, University of Salford.HUGH WILLMOTT is Diageo Professor of Management Studies, The Judge Institute of Management, University of Cambridge.

Cuprins

Notes on the Contributors Servicing Societies?: Colonisation, Control, Contradiction and Contestation; A.Sturdy Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?; P.Rosenthal, R.Peccei & S.Hill Representing Customer Service: Telephones and Texts; E.Wray-Bliss Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry; M.Tyler & S.Taylor The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy; M.Korczynski From Person to System Oriented Customer Service; G.Ritzer & T.Stillman 'Empowering Customers Through Education' or Governing Without Government?; D.Hodgson Struggles for the Control of Affect: Resistance as Politics and Emotion; A.Sturdy & S.Fineman The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work; J.Manley The Importance of Being Aesthetic: Work, Employment and Service Organisation; D.Nickson, C.Warhurst, A.Witz & A.Cullen Relationship Marketing, E-commerce and the Emancipation of the Consumer; J.Fitchett & P.McDonagh Epilogue; P.du Gay.