Customer Service: Empowerment and Entrapment
by Andrew Sturdy (Editor), Irena Grugulis (Editor), Hugh Willmott (Editor)
Critical Perspectives on Work and Organisations
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Description
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.Tags
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Emotional Labor
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Author Information
Irena Grugulis is the Professor of Employment Studies at Durham University, UK. dl Bozkurt is a Lecturer at the Department of Organisation Work and Technology, Lancaster University Management School, Uk.
Dr Hugh Willmott is a lecturer in archaeology at the University of Sheffield, and is recognised as one of the leading experts on the English glass industry and its products
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Common Knowledge
- Epigraph
- The enlarged market has become at once more impersonal and more intimate. What is there that does not pass through the market? Science and love, virtue and conscience, friendliness, carefully nurtured skills and animosities? ... (show all)This is a time of venality (instrumentality).
(Mills, 1951:161) - First words
- This quote is as relevant today as it was when first published, 50 years ago.
- Publisher's editor
- Knights, David; Thompson, Paul; Smith, Chris; Willmott, Hugh
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- Languages
- English
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- Paper
- ISBNs
- 2
