@inproceedings{Corea00,
  title = {Technological capacitation in customer service work: a sociotechnical approach},
  author = {Stephen Corea},
  year = {2000},
  url = {http://portal.acm.org/citation.cfm?id=359640.359722},
  tags = {systematic-approach},
  researchr = {https://researchr.org/publication/Corea00},
  cites = {0},
  citedby = {0},
  pages = {45-57},
  booktitle = {ICIS},
}