Frantz Rowe, Rolande Marciniak, Cécile Clergeau. The contribution of information technology to call center productivity: An organizational design analysis. IT & People, 24(4):336-361, 2011. [doi]
@article{RoweMC11,
title = {The contribution of information technology to call center productivity: An organizational design analysis},
author = {Frantz Rowe and Rolande Marciniak and Cécile Clergeau},
year = {2011},
doi = {10.1108/09593841111182278},
url = {http://dx.doi.org/10.1108/09593841111182278},
researchr = {https://researchr.org/publication/RoweMC11},
cites = {0},
citedby = {0},
journal = {IT & People},
volume = {24},
number = {4},
pages = {336-361},
}