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Call centres and the quality of work life: towards a research agenda
Hannif, Zeenobiyah; Burgess, John; Connell, Julia - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 271-284
Persistent link: https://www.econbiz.de/10003762506
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Death of a salesman: birth of a knowledge broker
Bendixen, Michael; Yurova, Y.; Abratt, Russell; Rawdan, M. - In: International journal of electronic customer … 8 (2014) 1/3, pp. 1-14
Persistent link: https://www.econbiz.de/10011471062
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The labour process and union commitment within a banking services call centre
Rose, Ed - In: The journal of industrial relations : the journal of … 44 (2002) 1, pp. 49-61
Persistent link: https://www.econbiz.de/10001681557
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Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres
Abdullateef, Aliyu Olayemi; Mokhtar, Sany Sanuri Mohd; … - In: International journal of electronic customer … 7 (2013) 1, pp. 68-86
Persistent link: https://www.econbiz.de/10009783138
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Articulation work skills and the recognition of call centre competences in Australia
Hampson, Ian; Junor, Anne; Barnes, Alison - In: The journal of industrial relations : the journal of … 51 (2009) 1, pp. 45-58
Persistent link: https://www.econbiz.de/10009517506
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Designing systems using business components : a case study in call centre automation
Ghandforoush, Parviz; Sen, Tarun K.; Tegarden, David P.; … - In: International journal of electronic customer … 4 (2010) 2, pp. 161-179
Persistent link: https://www.econbiz.de/10003974024
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Introduction: call centres, the networked economy and the value chain
Rainnie, Al; Barrett, Rowena; Burgess, John; Connell, Julia - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 195-208
Persistent link: https://www.econbiz.de/10003762468
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Explaining employees' experience of work in outsourced call centres : the influence of clients, owners and temporary work agencies
Kinnie, Nicholas; Purcell, John; Adams, Mark - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 209-227
Persistent link: https://www.econbiz.de/10003762477
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Learning to control: training and work organization in Australian call centres
Smith, Andrew; Smith, Erica - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 243-256
Persistent link: https://www.econbiz.de/10003762492
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"Teaming up": teams and team sharing in call centres
Broek, Diane van den; Barnes, Alison; Townsend, Keith - In: The journal of industrial relations : the journal of … 50 (2008) 2, pp. 257-269
Persistent link: https://www.econbiz.de/10003762499