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

CONTENT

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

LOCATIONCALL#STATUS
Sasin Library658.812 C987 2002CHECK SHELVES

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