First published 2002 by Ashgate Publishing
Reissued 2018 by Routledge
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Copyright Ursula Holtgrewe, Christian Kerst and Karen Shire 2002
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ISBN 13: 978-1-138-71843-2 (hbk)
ISBN 13: 978-1-315-19581-0 (ebk)
CATRINA ALFEROFF is a Research Assistant in the Department of Management at Keele University on an ESRC-funded project investigating work in call centres. Areas in which she has researched and published include discrimination in employment and training for older workers, employment and training for people with disabilities, direct mail and the problem of privacy, and out-of-hours health service provision. She has lectured in Sociology and HRM at Staffordshire University.
PHILIP ANDERSON is Research Assistant on the project 'Service Work as Interaction' at the Chemnitz University of Technology. His research interests include intercultural communication and associated stress factors in service work as well as various themes in the field of migration studies.
SANDRA ARZBCHER was a Researcher in the project 'Call Centres: Organisational Boundary Units between Neo-Taylorism and Customer Orientation' at the University of Duisburg. She is now working as a Human Resource Manager with the IT subsidiary of a financial services company.
PETER BAIN lectures in the Department of Human Resource Management at the University of Strathclyde, and worked in the engineering and car industries before entering the groves of academe. Areas in which he has researched and published include occupational health and safety, technological change in the workplace, and contemporary developments in trade unionism. He is a lead member in a joint Scottish universities' project researching work in call centres and software development, funded under the Economic and Social Research Council's 'Future of Work' programme.
VICKI BELT is a Research Associate at the Centre for Urban and Regional Development Studies (CURDS), a multi-disciplinary research centre at the University of Newcastle, UK. Her research and publications cover the changing nature and experience of work and employment in the service economy and the nature of women's employment with a specific focus on call centres, and the implications of the growth of call centres for regional economic development.
SUSANNE BITTNER is Researcher in the research group 'Flexibility and Social Security' at the German Institute for Work and Technology (IAT). Her main topics of research are services, labour market and employment.
GEORGE CALLAGHAN is a Staff Tutor working with the Open University in the United Kingdom. His PhD is in the labour process field through a study of flexibility, mobility and skills in the labour market. More recent research has included a project, funded by the UK's Economic and Social Research Council, into the work organisation of call centres.
NESTOR D'ALESSIO is Staff Tutor at the Sociological-Research-Insitute at the University of Gttingen. His main areas of research are: structural changes of the service sector, ecology, the finance sector, sociology of labour and organisation.
CARSTEN DOSE is a Policy Administrator at the Wissenschaftsrat (German Science Council), Cologne. He studied sociology at the University of Frankfurt/Main and was a member of the graduate school 'Technology and Society' at Darmstadt University of Technology from 1998-2000 with a scholarship from the DFG. His research interests lie in the fields of sociology of work and technology.
URSULA HOLTGREWE is Principal Investigator (with Hanns-Georg Brose) in the project 'Call Centres: Organisational Boundary Units between Neo-Taylorism and Customer Orientation' at the University of Duisburg. Until the end of 2001 she was a fellow in the Lise-Meitner post-doctoral program. She is now working at Chemnitz University of Technology in the Faculty of Economics and Business Administration, Department of Innovation Research and Sustainable Resources. Her recent research and publications include organisational fields, boundaries, subjectivity in organisational change, and experiences and value commitments between the spheres of work and other activities.
CHRISTIAN KERST was a Researcher in the project 'Call Centres: Organisational Boundary Units between Neo-Taylorism and Customer Orientation' at the Gerhard-Mercator-University Duisburg, Institute of Sociology. His research is in the field of the sociology of work and organisations, industrial relations, and the sociology of technology and innovation. He is now working at "Hochschul-Informations-System" (HIS), Hannover.
DAVID KNIGHTS is Professor of Organisational Analysis and Head of the School of Management at Keele University. He is the editor of the journal Gender, Work and Organisation and his recent research and numerous publications range from post-humanist feminism, resistence, control, trust, power and identity in organisations, ICT and virtuality, call centres, financial services, education and social exclusion. He is the co-author (with H. Willmott) of Management Lives: Power and Identity in Work Organisations (Sage Publications) and co-editor (with H. Willmott) of The Re-engineering Revolution: Critical Studies of Corporate Change (Sage).
MAREK KORCZYNSKI teaches employment relations and the sociology of work at Loughborough University Business School. He is author of Human Resource Management in Service Work (Palgrave and MacMillan), and co-author of On the Front Line: Organization of Work in the Information Economy (Cornell University Press). He continues to write and research in the sociology of production and consumption in services.
INGO MATUSCHEK is Researcher in the DFG research group 'New Media in Everyday Life: From Individual Use to Socio-Cultural Change' at the Chemnitz University of Technology. He coordinates the research project 'Autonomy and Standardization in Media-Related Boundary Unit Work-Informatised Conversation Work in Communication Centres'. Together with two colleagues he edited Neue Medien im Arbeitsalltag. Empirische Befunde Gestaltungskonzepte theoretische Perspektiven (Westdeutscher Verlag). He is interested in conversation analysis, the sociology of time, new forms of service and media-related work and subjectivity of workers.
