Customer Service Empowerment and Entrapment

Customer service is at the center of many recent changes in work and organizations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally.

Andrew Sturdy is at the University of Bath.

Irena Gruelis is Reader in Employment Studies, University of Salford.

Hugh Willmott is Professor of Organisational Analysis, Manchester School of Management, University of Manchester Institute of Science and Technology.

Notes on the Contributors

vii

Servicing Societies? - Colonisation, Control, Contradiction and Contestation

1

(17)

Andrew Sturdy

Academic Discourses of the Customer: 'Sovereign Beings', 'Management Accomplices' or 'People Like Us'?

18

(20)

Patrice Rosenthal

Ricardo Peccei

Stephen Hill

Representing Customer Service: Telephones and Texts

38

(22)

Edward Wray-Bliss

Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry

60

(19)

Melissa Tyler

Steve Taylor

The Contradictions of Service Work: Call Centre as Customer-Oriented Bureaucracy

79

(23)

Marek Korczynski

From Person- to System-Oriented Service

102

(15)

George Ritzer

Todd Stillman

`Empowering Customers Through Education' or Governing Without Government?

117

(18)

Damian Hodgson

Struggles for the Control of Effect -- Resistance as Politics and Emotion

135

(22)

Andrew Sturdy

Stephen Fineman

The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work

157

(13)

Joan E. Manley

The Importance of Being Aesthetic: Work, Employment and Service Organisation

170

(21)

Dennis Nickson

Chris Warhurst

Anne Witz

Anne-Marie Cullen

Relationship Marketing, E-commerce and the Emancipation of the Consumer

191

(9)

James Fitchett

Pierre McDonagh

Epilogue: Servicing as Cultural Economy

200

(5)

Paul du Gay

Author Index

205

(5)

Subject Index

210

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Customer Service Empowerment and Entrapment

Summary

Author Biography

Table of Contents

Supplemental Materials