Office of Academic Resources
Chulalongkorn University
Chulalongkorn University

Home / Help

TitleCustomer service : empowerment and entrapment / edited by Andrew Sturdy, Irena Grugulis, and Hugh Willmott
Imprint Houndmills, Basingstoke, Hampshire : PALGRAVE, c2001
Descript xi, 215 p


Servicing societies? - colonisation, control, contradiction and contestation -- Academy discourses of the customer: "Sovereign Beings", "management accomplices" or "people like us"? -- Representing customer service: telephones and texts -- Juggling justice and care: gendered customer service in the contemporary airline industry -- The contradictions of service work: call centre as customer-oriented bureaucracy -- From person-to system-oriented service -- Empowering customers through education or governing without government? -- Struggles for the control of affect - resistance as politics and emotion --- The customer is always right? Customer satisfaction surveys as employee control mechanisms in professional service work -- The importance of being aesthetic: work, employment and service organisation -- Relationship marketing, e-commerce and the emancipation of the consumer -- Epilgue: Servicing as cultural economy

Customer services Customer relations

Sasin Library658.812 C987 2002CHECK SHELVES

Chulalinet's Book Delivery Request


Office of Academic Resources, Chulalongkorn University, Phayathai Rd. Pathumwan Bangkok 10330 Thailand

Contact Us

Tel. 0-2218-2929,
0-2218-2927 (Library Service)
0-2218-2903 (Administrative Division)
Fax. 0-2215-3617, 0-2218-2907

Social Network


facebook   instragram