1. STORRE
  2. Stirling Management School
  3. Management, Work and Organisation
  4. Management, Work and Organisation Journal Articles
Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/10738
Full metadata record
DC FieldValueLanguage
dc.contributor.authorBolton, Sharon Cen_UK
dc.contributor.authorHoulihan, Maeveen_UK
dc.date.accessioned2014-09-06T04:06:20Z-
dc.date.available2014-09-06T04:06:20Zen_UK
dc.date.issued2005-12en_UK
dc.identifier.urihttp://hdl.handle.net/1893/10738-
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.language.isoenen_UK
dc.publisherSAGE Publications for the British Sociological Associationen_UK
dc.relationBolton SC & Houlihan M (2005) The (mis)representation of customer service. Work, Employment and Society, 19 (4), pp. 685-703. https://doi.org/10.1177/0950017005058054en_UK
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.en_UK
dc.rights.urihttp://www.rioxx.net/licenses/under-embargo-all-rights-reserveden_UK
dc.subjectagencyen_UK
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.embargodate3000-01-01en_UK
dc.rights.embargoreason[Bolton_2005_The_(mis)representation_of_customer_service.pdf] The 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.en_UK
dc.identifier.doi10.1177/0950017005058054en_UK
dc.citation.jtitleWork, Employment and Societyen_UK
dc.citation.issn1469-8722en_UK
dc.citation.issn0950-0170en_UK
dc.citation.volume19en_UK
dc.citation.issue4en_UK
dc.citation.spage685en_UK
dc.citation.epage703en_UK
dc.citation.publicationstatusPublisheden_UK
dc.citation.peerreviewedRefereeden_UK
dc.type.statusVoR - Version of Recorden_UK
dc.author.emailsharon.bolton@stir.ac.uken_UK
dc.contributor.affiliationManagement, Work and Organisationen_UK
dc.contributor.affiliationUniversity College Dublin (UCD)en_UK
dc.identifier.wtid736250en_UK
dcterms.dateAccepted2005-12-31en_UK
dc.date.filedepositdate2013-01-28en_UK
rioxxterms.typeJournal Article/Reviewen_UK
rioxxterms.versionVoRen_UK
local.rioxx.authorBolton, Sharon C|en_UK
local.rioxx.authorHoulihan, Maeve|en_UK
local.rioxx.projectInternal Project|University of Stirling|https://isni.org/isni/0000000122484331en_UK
local.rioxx.freetoreaddate3000-01-01en_UK
local.rioxx.licencehttp://www.rioxx.net/licenses/under-embargo-all-rights-reserved||en_UK
local.rioxx.filenameBolton_2005_The_(mis)representation_of_customer_service.pdfen_UK
local.rioxx.filecount1en_UK
local.rioxx.source0950-0170en_UK
Appears in Collections:Management, Work and Organisation Journal Articles

Files in This Item:
File Description SizeFormat 
Bolton_2005_The_(mis)representation_of_customer_service.pdfFulltext - Published Version412.62 kBAdobe PDFUnder Embargo until 3000-01-01    Request a copy


This item is protected by original copyright

View License
Show simple item record


Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.

The metadata of the records in the Repository are available under the CC0 public domain dedication: No Rights Reserved https://creativecommons.org/publicdomain/zero/1.0/

If you believe that any material held in STORRE infringes copyright, please contact library@stir.ac.uk providing details and we will remove the Work from public display in STORRE and investigate your claim.