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Volumn , Issue , 2017, Pages 105-122

Skill formation in call centres

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EID: 85070890151     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter
Times cited : (6)

References (33)
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  • 3
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  • 4
    • 0035585705 scopus 로고    scopus 로고
    • 'Edwards Revisited: Technical Control and Worker Agency in Call Centres'
    • Callaghan, G. and Thompson, P. (2001), 'Edwards Revisited: Technical Control and Worker Agency in Call Centres', Economic and Industrial Democracy, Voi. 22, pp. 13-37
    • (2001) Economic and Industrial Democracy , vol.22 , pp. 13-37
    • Callaghan, G.1    Thompson, P.2
  • 5
    • 0036522397 scopus 로고    scopus 로고
    • 'We Recruit Attitude: The Selection and Shaping of Call Centre labour'
    • March
    • Callaghan, G. and Thompson, P. (2002), 'We Recruit Attitude: The Selection and Shaping of Call Centre labour', Journal of Management Studies, March, pp. 233-254
    • (2002) Journal of Management Studies , pp. 233-254
    • Callaghan, G.1    Thompson, P.2
  • 6
    • 85070906836 scopus 로고    scopus 로고
    • 'Listening to a customer's voice'
    • Call Centre Technology (2000a), 'Listening to a customer's voice', Call Centre Technology, Voi. 5(5), p. 13
    • (2000) Call Centre Technology , vol.5 , Issue.5 , pp. 13
  • 7
    • 85070883929 scopus 로고    scopus 로고
    • 'Relying on a Call-Back System'
    • Call Centre Technology (2000b), 'Relying on a Call-Back System', Call Centre Technology, Voi. 5(6), p. 9
    • (2000) Call Centre Technology , vol.5 , Issue.6 , pp. 9
  • 11
    • 84933489217 scopus 로고
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    • Filby, M. (1992), 'The Figures, the Personality and the Bums: Service Work and Sexuality'. Work, Employment and Society, Voi. 6(1), pp. 23-42
    • (1992) Work, Employment and Society , vol.6 , Issue.1 , pp. 23-42
    • Filby, M.1
  • 12
    • 0003276772 scopus 로고    scopus 로고
    • 'Capitalising on Subjectivity: The 'New Model Worker' and the Importance of Being Useful'
    • Thompson, P. and Warhurst, C. (eds.), London: Macmillan
    • Flecker, J. and Hofbauer, J. (1998), 'Capitalising on Subjectivity: The 'New Model Worker' and the Importance of Being Useful', in Thompson, P. and Warhurst, C. (eds.), Workplaces of the Future, London: Macmillan, pp. 109-123
    • (1998) Workplaces of the Future , pp. 109-123
    • Flecker, J.1    Hofbauer, J.2
  • 17
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    • James, N. (1989), 'Emotional Labour: Skill and Work in the Social Regulation of Feelings', The Sociological Review, Voi. 37(1), pp. 15-42
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  • 22
    • 85070886267 scopus 로고    scopus 로고
    • Middlesex, Market Assessment International
    • Market Assessment International (1999), Call Centres 1999, Middlesex, Market Assessment International
    • (1999) Call Centres 1999
  • 24
    • 8844263573 scopus 로고    scopus 로고
    • 'Thank You for Calling': The Ideology of Work in the Service Economy'
    • Spring
    • Poynter, G. (2000), 'Thank You for Calling': The Ideology of Work in the Service Economy', Soundings, Voi. 14, Spring, pp. 151-160
    • (2000) Soundings , vol.14 , pp. 151-160
    • Poynter, G.1
  • 25
    • 1842637328 scopus 로고    scopus 로고
    • 'Service Quality and Human Resource Management: A Review and Research Agenda'
    • Redman, T. and Mathews, B.P. (1998), 'Service Quality and Human Resource Management: A Review and Research Agenda', Personnel Review, Voi. 27(1), pp. 57-77
    • (1998) Personnel Review , vol.27 , Issue.1 , pp. 57-77
    • Redman, T.1    Mathews, B.P.2
  • 26
    • 0001785608 scopus 로고    scopus 로고
    • 'Understanding Customer Delight and Outrage'
    • Schneider, B. and Bowen, D.E. (1999), 'Understanding Customer Delight and Outrage', Sloan Management Review, Voi. 41(1), pp. 35-45
    • (1999) Sloan Management Review , vol.41 , Issue.1 , pp. 35-45
    • Schneider, B.1    Bowen, D.E.2
  • 28
    • 0002180452 scopus 로고    scopus 로고
    • 'Emotional Labour and the New Workplace'
    • Thompson, P. and Warhurst, C. (eds.). London, Macmillan
    • Taylor, S. (1998), 'Emotional Labour and the New Workplace', in Thompson, P. and Warhurst, C. (eds.). Workplaces of the Future. London, Macmillan, pp. 84-103
    • (1998) Workplaces of the Future , pp. 84-103
    • Taylor, S.1
  • 30
    • 0035510849 scopus 로고    scopus 로고
    • 'Ignorant Theory and Knowledgeable Workers: Interrogating the Connections Between Knowledge, Skills and Services'
    • Thompson, P., Warhurst, C. and Callaghan, G. (2001), 'Ignorant Theory and Knowledgeable Workers: Interrogating the Connections Between Knowledge, Skills and Services', Journal of Management Studies, Voi. 38(7), pp. 923-942
    • (2001) Journal of Management Studies , vol.38 , Issue.7 , pp. 923-942
    • Thompson, P.1    Warhurst, C.2    Callaghan, G.3
  • 33
    • 0001835861 scopus 로고    scopus 로고
    • 'The Consequences of Emotional Labour'
    • Macdonald, C.M. and Sirianni, C. (eds.), Philadelphia, Temple University Press
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    • (1996) Working in the Service Society
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* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.