Back-office service work: bureaucracy challenged? - Korczynski, Marek (Work, employment and society, 2004)
Keywords: Back offices; Bureaucracy; Bureaucratization; Business management; Call centers; Case studies; Client Relations; Consumers; Control; Corporate bureaucracy; Customer relations; Customer service; Customers; Employment; Industrial relations; Insurance; Labor; Labour; Labour relations; Meetings; Office management; Office work; Organizational analysis; Professional relationships; Rationalization; Sales; Sales personnel; Service Industries; Service introduction; Studies; Tasks; Total quality management; Work; Work Organization; Workplace control; United Kingdom--UK; labour process; work organization; back-office; service; bureaucracy; control; sales; customer