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

[conference paper]

Holtgrewe, Ursula
Kerst, Christian

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 in... view more

"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)... view less

Keywords
efficiency; service; customer orientation; qualification; call center; Taylorism; labor relations; banking; tertiary sector; recruitment; labor market; flexibility

Classification
Marketing
Organizational Sociology
Sociology of Work, Industrial Sociology, Industrial Relations

Method
empirical

Document language
English

Publication Year
2001

City
Nottingham

Page/Pages
20 p.

Licence
Deposit Licence - No Redistribution, No Modifications

Data providerThis metadata entry was indexed by the Special Subject Collection Social Sciences, USB Cologne


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Home  |  Legal notices  |  Operational concept  |  Privacy policy
© 2007 - 2025 Social Science Open Access Repository (SSOAR).
Based on DSpace, Copyright (c) 2002-2022, DuraSpace. All rights reserved.