Stephen J. Frenkel;Marek Korczynski;Karen Shire;May Tam
-;-;-;-
Technological capacitation in customer service work: a sociotechnical approach
ICIS '00 Proceedings of the twenty first international conference on Information systems
Customer relationship management in call centers: The uneasy process of re(form)ing the subject through the 'people-by-numbers' approach
Information and Organization
Mounting effective IT based customer service operations under emergent conditions: Deconstructing myth as a basis of understanding
A design theory for systems that support emergent knowledge processes
MIS Quarterly