Christian Kerst's Books

Re-organising Service Work

Call Centres in Germany and Britain

By: Karen A. Shire,Ursula Holtgrewe,Christian Kerst

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Re-organising Service Work

Call Centres in Germany and Britain

By: Karen A. Shire,Ursula Holtgrewe,Christian Kerst

This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.

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Page Count

244

Publisher

Routledge

Published Date

ISBN 10

1351765183

ISBN 13

9781351765183

Spatial Cognition

An Interdisciplinary Approach to Representing and Processing Spatial Knowledge

By: Christian Freksa,Christopher Habel,Karl F. Wender

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Spatial Cognition

An Interdisciplinary Approach to Representing and Processing Spatial Knowledge

By: Christian Freksa,Christopher Habel,Karl F. Wender

This book constitutes the documentation of the results achieved within a proirity program on spatial cognition established by the German Science Foundation (DFG) in 1996 involving 13 research groups in Germany and leading scientists from abroad. The 22 revised full papers included were first presented during a colloquium in fall 1997 and then went through a second round of thorough reviewing. The book is organized into three parts on spatial knowledge acquisition and spatial memory, formal and linguistic models, and navigation in real and virtual worlds. All in all the book is a unique report on the state-of-the art in the interdisciplinary research field of spatial cognition and its potential applications.

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Page Count

486

Publisher

Springer Science & Business Media

Published Date

ISBN 10

3540646035

ISBN 13

9783540646037

Re-organising Service Work

Call Centres in Germany and Britain

By: Karen A. Shire,Ursula Holtgrewe,Christian Kerst

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Re-organising Service Work

Call Centres in Germany and Britain

By: Karen A. Shire,Ursula Holtgrewe,Christian Kerst

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Page Count

244

Publisher

Routledge

Published Date

ISBN 10

1351765183

ISBN 13

9781351765183

Christ, the Light of the World

A Devotional

By: Thomas Kinkade,Anne Christian Buchanan,Debra Klingsporn

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Christ, the Light of the World

A Devotional

By: Thomas Kinkade,Anne Christian Buchanan,Debra Klingsporn

Thirty-one readings help individuals and families prepare for and celebrate Christmas, while Kinkade's glowing art lights up the pages with color, warmth, and nostalgia.

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Page Count

152

Published Date

ISBN 10

0785269614

ISBN 13

9780785269618

Book's by Christian Kerst

Re-organising Service Work

Re-organising Service Work

Spatial Cognition

Spatial Cognition

Re-organising Service Work

Re-organising Service Work

Christ, the Light of the World

Christ, the Light of the World

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