'You gotta lie to it': software applications and the management of technological change in a call centre
New Technology, Work and Employment
2007
22
2
July
132-145
call centre ; management ; technological change
Personnel management
English
Bibliogr.
"This paper advances an extended material analysis to the study of technological change in a call centre. It shows how such an analysis is particularly apropos for understanding the distance that often separates managerial intentions in introducing a new technology from the outcomes associated with how workers utilise it."
Paper
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