Endnote export


%T Flexibility and customer orientation: where does the slack come from?
%A Holtgrewe, Ursula
%A Kerst, Christian
%P 20
%D 2001
%= 2011-02-23T16:56:00Z
%~ USB Köln
%> https://nbn-resolving.org/urn:nbn:de:0168-ssoar-216866
%U http://soziologie.uni-duisburg.de/personen/forschung/CallCenter/CKUH_WES2001.pdf
%X "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)
%C Nottingham
%G en
%9 Konferenzbeitrag
%W GESIS - http://www.gesis.org
%~ SSOAR - http://www.ssoar.info