Creating value from a commodity process: A case study of a call center

Journal of Enterprise Information Management

Volumn 20, Issue 4, 2007, Pages 396-413

  Huang, Jimmy ^a   Newell, Sue ^b   Poulson, Brad ^a   Galliers, Robert D ^b  

^a UNIVERSITY OF WARWICK   (United Kingdom)

^b BENTLEY COLLEGE   (United States)

Author keywords

Call centres; Case studies; Competences; United Kingdom; Value added

Indexed keywords

EID: 34547211359     PISSN: 17410398     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410390710772687     Document Type: Article

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