Back-office service work: Bureaucracy challenged?

Work, Employment and Society

Volumn 18, Issue 1, 2004, Pages 97-114

  Korczynski, Marek ^a  

^a LOUGHBOROUGH UNIVERSITY   (United Kingdom)

Author keywords

Back office; Bureaucracy; Control; Customer; Labour process; Sales; Service; Work organization

Indexed keywords

EID: 1942442195     PISSN: 09500170     EISSN: None     Source Type: Journal    
DOI: 10.1177/0950017004040764     Document Type: Article

References (26)

1. Bain, P. and Taylor, P. (1999) '"An Assembly Line in the Head'", Industrial Relations Journal 30(2): 101-17.
2. Batt, R. (2000) 'Strategic Segmentation in Front-Line Services', International Journal of Human Resource Management 11(3): 540-61.
3. Blair, H., Taylor, S. and Randle, K. (1998) 'A Pernicious Panacea - a Critical Evaluation of Business Reengineering', New Technology, Work and Employment 13(2): 116-28.
4. Burawoy, M. (1979) Manufacturing Consent. Chicago: University of Chicago Press.
5. Callaghan, G. and Thompson, P. (2001) 'Edwards Revisited: Technical Control and Call Centres', Economic and Industrial Democracy 22: 13-27.
6. Crompton, R. and Jones, G. (1984) White Collar Proletariat. London: Macmillan.
7. Du Gay, P. (1996) Consumption and Identity at Work. London: Sage.
8. Du Gay, P. and Salaman, G. (1992) 'The Cult(ure) of the Customer', Journal of Management Studies 29: 615-33.
9. Du Puy, F. (1999) The Customer's Victory. Basingstoke: Macmillan.
10. Edwards, R. (1979) Contested Terrain. London: Heinemann.
11. Fournier, V. and Grey, C. (1999) 'Too Much, Too Little, and Too Often: A Critique of du Gay's Analysis of Enterprise', Organization 6(1): 107-22.
12. Fuller, L. and Smith, V. (1991) 'Consumers' Reports: Management by Customers in a Changing Economy', Work, Employment and Society 5(1): 1-16.
13. Hammer, M. and Champy, J. (1995) Reengineering the Corporation: A Manifesto for Business Revolution. London: Nicholas Brealey.
14. Herzenberg, S., Alic, J. and Wial, H. (1998) New Rules for a New Economy: Employment and Opportunity in Postindustrial America. Ithaca, NY: Cornell University Press.
15. Johansson, H., McHugh, P., Pendlebury, A. and Wheeler, W. (1993) Business Process Reengieering. London: John Wiley.
16. Kerst, C. and Holtgrewe, U. (2001) 'Flexibility and Customer Orientation: Where Does the Slack Come From?', paper presented at the Work, Employment and Society conference, University of Nottingham, September.
17. Korczynski, M. (2002) Human Resource Management in Service Work. Basingstoke: Palgrave.
18. Korczynski, M. (2003) 'Industrial Relations and Consumer Capitalism', in P. Ackers and A. Wilkinson (eds) Understanding Work and Employment. Oxford: Oxford University Press.
19. Korczynski, M., Shire, K., Frenkel, S. and Tam, M. (2000) 'Service Work in Consumer Capitalism', Work, Employment and Society 14(4): 669-87.
20. Lash, S. and Urry, J. (1994) Economies of Signs and Space. London: Sage.
21. Leidner, R. (1993). Fast Food, Fast Talk. Berkeley: University of California Press.
22. Mulholland, K. (2002) 'Gender, Emotional Labour and Teamworking in a Call Centre', Personnel Review 31(3): 283-303.
23. Offe, C. (1985) Disorganized Capitalism. Cambridge: Polity Press.
24. Poynter, G. (1999) Restructuring in the Service Industries. London: Mansell.
25. Sturdy, A. (1992) 'Clerical Consent' in A. Sturdy, D. Knights and H. Willmott (eds) Skill and Consent. London: Routledge.
26. Thompson, J. (1967) Organizations in Action. New York: McGraw-Hill.