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dc.contributor.authorBolton, Sharon C-
dc.contributor.authorHoulihan, Maeve-
dc.description.abstractThe growth of service work has introduced the customer as a third party to the employment relationship. Yet dominant images of customer relations portray docile service workers offering de-personalized care to sometimes aggressive but otherwise not much more agential customers.This paper seeks to bring humanity back into an analysis of customer service, and to reinterpret customer service interaction as a human relationship. Using labour process analysis and data from call-centre workers and their customers, we rerepresent customers as manyfaceted, complex and sophisticated social actors and introduce a new conceptual framework of the roles customers play: as mythical sovereigns, functional transactants and moral agents, thereby offering a more accurate representation of customer service and the role of the actors involved in it.en_UK
dc.publisherSAGE Publications for the British Sociological Association-
dc.relationBolton SC & Houlihan M (2005) The (mis)representation of customer service, Work, Employment and Society, 19 (4), pp. 685-703.-
dc.rightsThe publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.-
dc.subjectcall centresen_UK
dc.subjectconsumer storiesen_UK
dc.subjectcustomer serviceen_UK
dc.subjectenterprise cultureen_UK
dc.subjectlabour process analysisen_UK
dc.titleThe (mis)representation of customer serviceen_UK
dc.typeJournal Articleen_UK
dc.rights.embargoreasonThe publisher does not allow this work to be made publicly available in this Repository therefore there is an embargo on the full text of the work.-
dc.citation.jtitleWork, Employment and Society-
dc.type.statusPublisher version (final published refereed version)-
dc.contributor.affiliationSMS Management and Support Team-
dc.contributor.affiliationUniversity College Dublin (UCD)-
Appears in Collections:Management, Work and Organisation Journal Articles

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