Close
Enter your search into one or more of the boxes below:
You can refine your search by selecting from any of the options below:
Search
Call Centre Work: Smile by Wire: A Special Issue of the European Journal of Work and Organizational Psychology: v. 12, issue 4

Call Centre Work: Smile by Wire: A Special Issue of the European Journal of Work and Organizational Psychology: v. 12, issue 4 (Paperback)

£36.99
Currently unavailable. Foyles can order for despatch to customer when the publisher is re-supplied on 05/11/2011.
Email me when back in stock

Synopsis

In our current 'service economy' delivery of services is a major task for industry. Organizations are looking for ways to be accessible to their customers, to be able to promptly answer questions customers may have, or to provide reliable and up-to-date information. This has resulted in the creation of specialized departments for customer contacts: the call centre. Call centres can harbour jobs of different levels of qualification, ranging from unskilled people who are providing standard information (sometimes even reading from prescribed scripts) to frequently asked questions, to highly qualified personnel who deal with unique complex problems. Most articles compiled in this Special Issue are concerned with the working conditions at call centres. Zapf et al. report results of a comparison of a variety of variables between call centres and different kinds of jobs (service jobs, non-service jobs). Bakker et al. show that different kinds of working conditions have different kinds of effects; whilst job demands affect absenteeism via health problems, job resources affect turnover via involvement. Grebner et al. show how a great variety of resources and stressors including aspects of emotion work, which Zapf et al.

have identified as particularly high in call centre jobs, are related to health outcomes in call centres. Dollard and Lewig found similar results in Australian call centres, showing that the effects are similar across countries and cultures. Finally, Shah and Bandi present a case study from India (a country where, given the low level of wages and high level of people's qualifications in ICT, many organizations have set up call centres), in which the demand for personnel development in high-knowledge customer-contact-centres is vividly described. This study explicitly shows that there is no technological determinism since the work of the agents in the study is relatively enriched.

Philosophy, Psychology & Social SciencesPsychologyOccupational & industrial psychology Publisher: Taylor & Francis Ltd Publication Date: 08/01/2004 ISBN-13: 9781841699691  Details: Type: Paperback Format: Books
Availability: Currently unavailable. Foyles can order for despatch to customer when the publisher is re-supplied on 05/11/2011.  

More books by Christian Dormann

More books by Fred R. H. Zijlstra

Leave Review

Delivery

Delivery Options

All delivery times quoted are the average, and cannot be guaranteed. These should be added to the availability message time, to determine when the goods will arrive. During checkout we will give you a cumulative estimated date for delivery.

Location 1st Book Each additional book Average Delivery Time
UK Second Class Available free for ALL orders. No charge for each additional book. 3-7 Days
UK First Class £4.50 £1.00 1-2 Days
UK Courier £7.00 £1.00 1-2 Days
Western Europe** Courier £17.00 £3.00 2-3 Days
Western Europe** Airmail £5.00 £1.50 4-14 Days
USA / Canada Courier £20.00 £3.00 2-4 Days
USA / Canada Airmail £7.00 £3.00 4-14 Days
Rest of World Courier £22.50 £3.00 3-6 Days
Rest of World Airmail £8.00 £3.00 7-21 Days

** Includes Austria, Belgium, Denmark, France, Germany, Greece, Iceland, Irish Republic, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Switzerland.

Delivery Help & FAQs

Returns Information

If you are not completely satisfied with your purchase*, you may return it to us in its original condition with in 30 days of receiving your delivery or collection notification email for a refund. Except for damaged items or delivery issues the cost of return postage is borne by the buyer. Your statutory rights are not affected.

* For Exclusions and terms on damaged or delivery issues see Returns Help & FAQs

You might also like

The Moral Economy: Why Good ...
(Paperback)
Samuel Bowles
 
 
£16.99
 
The Dark Side of Social Media: A...
(Paperback)
Angeline Close Scheinbaum
 
 
£40.99
 
Cognitive-Emotive-Behavioural...
(Paperback)
Windy Dryden
 
 
£24.99
 
Latest Blog
Caroline Taggart on Why Punctuation Can be Surprisingly Exciting
18/10/2017

Caroline Taggart explains the versatility of punctuation.

Under the Knife: Recreating the Grimy World of Victorian Surgery
17/10/2017

Lindsey describes how she made the trailer for her debut The Butchering Art in order to see how the sights, sounds, and smells of this gruesome period in medical history would translate onto the screen.

The Sky Doesn't Have to be Blue: Steve Antony on Life as a Colour Blind Illustrator
13/10/2017

Steve explains what it's like to be a colour blind illustrator and why the sky doesn't have to be blue.

View all Blog Entries
Twitter
Show/Hide Tweets
© W&G Foyle Ltd