Deriving value from a commodity process: A case study of the strategic planning and management of a call center

Proceedings of the 13th European Conference on Information Systems, Information Systems in a Rapidly Changing Economy, ECIS 2005

Volumn , Issue , 2005, Pages

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

^a UNIVERSITY OF NOTTINGHAM   (United Kingdom)

^b BENTLEY COLLEGE   (United States)

Author keywords

Call center; Case study; Commodity process; Core competence

Indexed keywords

ADDED VALUES; CALL CENTERS; COMMODITY PROCESS; CORE COMPETENCE; INTELLECTUAL CAPITAL;

INFORMATION SYSTEMS; KNOWLEDGE MANAGEMENT; STRATEGIC PLANNING;

RESEARCH;

EID: 84871016407     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

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