Customer relationship management in call centers: The uneasy process of re(form)ing the subject through the ‘people-by-numbers’ approach-Reference-Cited by-同舟云学术

Customer relationship management in call centers: The uneasy process of re(form)ing the subject through the ‘people-by-numbers’ approach

Published:2008-01 Issue:1 Volume:18 Page:29-50
ISSN:1471-7727
Container-title:Information and Organization
language:en
Short-container-title:Information and Organization

Author:

Alferoff Catrina,Knights David

Publisher

Elsevier BV

Subject

Management of Technology and Innovation,Library and Information Sciences,Organizational Behavior and Human Resource Management,Information Systems,Management Information Systems

Reference56 articles.

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3. Alferoff, C., & Knights, D. (2002). Quality time and the beautiful call. In U. Holtgrewe, C. Kerst, & K. Shire (Eds.), Re-organising service work: Call centers in Germany and Britain, Aldershot, Ashgate.

4. Taylorism, targets and the dichotomy in call centers;Bain,2001

5. Mastering datamining: The science of customer relationship;Berry,2000

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