How Can I Help You? Call Centres, Classification Work and Coordination-Reference-Cited by-同舟云学术

How Can I Help You? Call Centres, Classification Work and Coordination

Published:2007-06-01 Issue:3 Volume:16 Page:231-264
ISSN:0925-9724
Container-title:Computer Supported Cooperative Work (CSCW)
language:en
Short-container-title:Comput Supported Coop Work

Author:

Martin David,O’neill Jacki,Randall Dave,Rouncefield Mark

Publisher

Springer Science and Business Media LLC

Subject

General Computer Science

Link

http://link.springer.com/content/pdf/10.1007/s10606-007-9045-4.pdf

Reference53 articles.

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2. Anderson, R. and W. Sharrock (1993): Can Organizations Afford Knowledge? Journal of CSCW, vol. 1, no.3, pp. 143–161, London: Kluwer

3. Arussy L. (2002) Don’t Take Calls, Make Contact. Harvard Business Review, vol. 80, no. 1, pp. 16–17

4. Bain P., Watson A., Mulvey G., Taylor P., Gall G. (2003) Taylorism, Targets and the Quantity–Quality Dichotomy in Call Centres. New Technology, Work and Employment. vol 17, no. 3, pp. 154–169

5. Beyer H., Holzblatt K. (1998) Contextual Design: Defining Customer-centred Systems. San Francisco: Morgan Kaufmann

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