TY  - BOOK
AU  - Burgess, John 
AU  - Connell, Julia, 
TI  - Developments in the call centre industry: analysis, changes, and challenges 
SN  - 0415357020 (hb)
U1  - 381.142 
PY  - 2006///
CY  - New York, NY
PB  - Routledge
KW  - Call centers
KW  - Telecommunication
N1  - Includes bibliographical references and index; Developments in the call centre sector : an overview / John Burgess and Julia Connell -- Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore -- Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain -- German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf -- A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang -- Skill and info-service work in Australian call centres / Bob Russell -- Gender, skills, and careers in UK call centres / Susan Durbin -- Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond -- Agency and constraint : call centre managers talk about their work / Maeve Houlihan -- How "taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina -- Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad
ER  -