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Article : texte imprimé
Colette Fagan, dir. ; Irena Grugulis, dir. ; Mark Smith, dir. ; Kevin Ward, dir. ; Sharon C. Bolton ; Maeve Houlihan ; Jeff Hyman ; Dora Scholarios ; Chris Baldry ; Linda Glover ; Mike Noon ; Bill Martin ; Deborah Dean |6 articles : - Colette Fagan, Irena Grugulis, Mark Smith, Kevin Ward, Introduction: the WES 2004 Conference selected papers - Sharon C. Bolton, Maeve Houlihan, The (mis)representation of customer service - Jeff Hyman, Dora Scholarios, Chris [...]
Article : texte imprimé
Article : texte imprimé
Phil Taylor ; Gareth Mulvey ; Jeff Hyman ; Peter Bain |Despite the integration of telephone and VDU technologies, call centres are not uniform in terms of work organization. It is suggested that diversity can best be understood by reference to a range of quantitative and qualitative characteristics.[...]
