Export für Ihre Literaturverwaltung

Übernahme per Copy & Paste



Bookmark and Share

Flexibility and customer orientation: where does the slack come from?


Holtgrewe, Ursula; Kerst, Christian


Bitte beziehen Sie sich beim Zitieren dieses Dokumentes immer auf folgenden Persistent Identifier (PID):http://nbn-resolving.de/urn:nbn:de:0168-ssoar-216866

Weitere Angaben:
Abstract "In this paper, we argue that the empirical evidence that the tayloristic option of call centre organisation is limited, has its reasons in structural organisational dilemmata that cannot be solved but only worked upon by call centre organisation. Organisations that use call centre technology may increase their efficiency. But at the same time they must import and produce organisational slack in order to deliver the expected and promised flexibility. Our point is that they face this problem in a strategic and self-reflexive way especially by recruiting certain types of employees. The status and biographical situation of these employees provides the organisation with useful skills, subjective potential and commitment. Organisational patterns of and employee contributions to slack production vary with different services and customer expectations." (excerpt)
Thesaurusschlagwörter call center; Taylorism; labor market; service; tertiary sector; flexibility; customer orientation; efficiency; recruitment; labor relations; qualification; banking
Klassifikation Industrie- und Betriebssoziologie, Arbeitssoziologie, industrielle Beziehungen; Organisationssoziologie, Militärsoziologie; Marketing
Methode empirisch
Sprache Dokument Englisch
Publikationsjahr 2001
Erscheinungsort Nottingham
Seitenangabe 20 S.
Lizenz Deposit Licence - Keine Weiterverbreitung, keine Bearbeitung
Datenlieferant Dieser Metadatensatz wurde vom Sondersammelgebiet Sozialwissenschaften (USB Köln) erstellt.