IDEAS home Printed from https://ideas.repec.org/p/zbw/hbsfof/077.html
   My bibliography  Save this paper

Call- und Service-Center: Konsolidierung der Kundenservice-Dienstleistungen

Author

Listed:
  • Daum, Mario
  • Holtgrewe, Ursula
  • Schörpf, Philip
  • Nocker, Matthias

Abstract

An der Kundenschnittstelle nehmen Call- und Service-Center (CSC) für viele Unternehmen eine wichtige Stellung ein. Call- und Service-Center kommen vor als spezialisierte Einheiten ihrer Ursprungsunternehmen (inhouse), als ausgelagerte Tochterunternehmen oder als spezialisierte Dienstleister für Kundenservice, die ihre Aufträge auf dem Markt akquirieren. Letztere bilden die "CSC-Branche". Die vorliegende Untersuchung beleuchtet Umsatzentwicklung, Beschäftigtenzahl, Beschäftigungsverhältnisse, Entlohnung und Arbeitsbedingungen in Call- und Service-Centern. Ergänzt wird die Analyse durch drei Betriebsfallstudien, die einen unabhängigen Dienstleister und zwei Inhouse-Callcenter-Betriebe gegenüberstellen.

Suggested Citation

  • Daum, Mario & Holtgrewe, Ursula & Schörpf, Philip & Nocker, Matthias, 2018. "Call- und Service-Center: Konsolidierung der Kundenservice-Dienstleistungen," Working Paper Forschungsförderung 077, Hans-Böckler-Stiftung, Düsseldorf.
    • Handle: RePEc:zbw:hbsfof:077
    as

    Download full text from publisher

    File URL: https://www.econstor.eu/bitstream/10419/216005/1/hbs-fofoe-wp-077-2018.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Rosemary Batt & Hiroatsu Nohara, 2009. "How Institutions and Business Strategies Affect Wages: A Cross-National Study of Call Centers," ILR Review, Cornell University, ILR School, vol. 62(4), pages 533-552, July.
    2. Jérôme Gautié & Schmitt John, 2010. "Low-Wage Work in the Wealthy World," Université Paris1 Panthéon-Sorbonne (Post-Print and Working Papers) halshs-00464352, HAL.
    3. David Holman, 2004. "Employee Well-being in Call Centres," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 10, pages 223-244, Palgrave Macmillan.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rosemary Batt & Hiroatsu Nohara & Hyunji Kwon, 2010. "Employer Strategies and Wages in New Service Activities: A Comparison of Co‐ordinated and Liberal Market Economies," British Journal of Industrial Relations, London School of Economics, vol. 48(2), pages 400-435, June.
    2. Annette Bernhardt & Rosemary Batt & Susan Houseman & Eileen Appelbaum, 2016. "Working Paper: Domestic Outsourcing in the United States: A Research Agenda to Assess Trends and Effects on Job Quality," CEPR Reports and Issue Briefs 2016-03, Center for Economic and Policy Research (CEPR).
    3. Bernhardt, Annette & Batt, Rosemary & Houseman, Susan & Appelbaum, Eileen, 2016. "Domestic Outsourcing in the U.S.: A Research Agenda to Assess Trends and Effects on Job Quality," Institute for Research on Labor and Employment, Working Paper Series qt2fm4m444, Institute of Industrial Relations, UC Berkeley.
    4. Annette Bernhardt & Rosemary L. Batt & Susan Houseman & Eileen Appelbaum, 2016. "Domestic Outsourcing in the United States: A Research Agenda to Assess Trends and Effects on Job Quality," Upjohn Working Papers 16-253, W.E. Upjohn Institute for Employment Research.
    5. Ève CAROLI & Jérôme GAUTIÉ & Annie LAMANTHE, 2009. "The French food-processing model: High relative wages and high work intensity," International Labour Review, International Labour Organization, vol. 148(4), pages 375-394, December.
    6. Julia R. Henly & Susan J. Lambert, 2014. "Unpredictable Work Timing in Retail Jobs," ILR Review, Cornell University, ILR School, vol. 67(3), pages 986-1016, July.
    7. Joschka Gellmers & Nanxi Yan, 2023. "Digital Leisure Engagement and Positive Outcomes in the Workplace: A Systematic Literature Review," IJERPH, MDPI, vol. 20(2), pages 1-16, January.
    8. David R. Howell & Bert M. Azizoglu & Anna Okatenko, 2012. "Confronting Low Pay: Minimum Wage Policy and Employment in the U.S. and France," SCEPA working paper series. 2012-5, Schwartz Center for Economic Policy Analysis (SCEPA), The New School.
    9. Chiara Benassi & Andreas Kornelakis, 2021. "How Do Employers Choose between Types of Contingent Work? Costs, Control, and Institutional Toying," ILR Review, Cornell University, ILR School, vol. 74(3), pages 715-738, May.
    10. Thierno Bah & Pierre Chaudat & Benoît Tine, 2013. "Les Conditions De Travail Dans Les Centres D'Appels Délocalisés Au Sénégal Et Leurs Répercussions Sur La Grh," Post-Print hal-01725841, HAL.
    11. Orestis Papadopoulos & Gregoris Ioannou, 2023. "Working in hospitality and catering in Greece and the UK: Do trade union membership and collective bargaining still matter?," European Journal of Industrial Relations, , vol. 29(2), pages 105-122, June.
    12. Irene YH Ng & Yi Ying Ng & Poh Choo Lee, 2018. "Singapore’s restructuring of low-wage work: Have cleaning job conditions improved?," The Economic and Labour Relations Review, , vol. 29(3), pages 308-327, September.
    13. Sally Tomlinson, 2013. "Social Justice and Lower Attainers in a Global Knowledge Economy," Social Inclusion, Cogitatio Press, vol. 1(2), pages 102-112.
    14. repec:hal:spmain:info:hdl:2441/18k79jk7138279qstaf2rdulvu is not listed on IDEAS
    15. Claudia WEINKOPF, 2009. "Job quality in call centres in Germany," International Labour Review, International Labour Organization, vol. 148(4), pages 395-411, December.
    16. Sean O'Brady & Virginia Doellgast & David Blatter, 2024. "The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 63(1), pages 80-103, January.
    17. Christoph Dörrenbächer & Mike Geppert, 2014. "Power and politics in multinational corporations: towards more effective workers’ involvement1," Transfer: European Review of Labour and Research, , vol. 20(2), pages 295-303, May.
    18. Lane Kenworthy, 2015. "Do employment-conditional earnings subsidies work?," ImPRovE Working Papers 15/10, Herman Deleeck Centre for Social Policy, University of Antwerp.
    19. Janine Berg, 2015. "Labour market institutions: the building blocks of just societies," Chapters, in: Janine Berg (ed.), Labour Markets, Institutions and Inequality, chapter 1, pages 1-36, Edward Elgar Publishing.
    20. Tony Edwards & Olga Tregaskis & David Collings & Patrice Jalette & Lourdes Susaeta, 2013. "Control over Employment Practice in Multinationals: Subsidiary Functions, Corporate Structures, and National Systems," ILR Review, Cornell University, ILR School, vol. 66(3), pages 670-695, May.
    21. Arthur Corazza, 2020. "Power, interest and insecurity: A comparative analysis of workplace dualization and inclusion in Europe," LEQS – LSE 'Europe in Question' Discussion Paper Series 153, European Institute, LSE.

    More about this item

    Keywords

    Callcenter; CSC; Service-Center;
    All these keywords.

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:zbw:hbsfof:077. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: ZBW - Leibniz Information Centre for Economics (email available below). General contact details of provider: https://edirc.repec.org/data/boeckde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.