You Gotta Lie to it: Software Applications and the Management of Technological Change in a Call Center

Russell, Bob

doi:10.1111/j.1468-005X.2007.00189.x

Abstract

References (44)

Citations (1)

Add to Cart | Share | Email |Add to Briefcase

You Gotta Lie to it: Software Applications and the Management of Technological Change in a Call Center

Bob Russell

Griffith University

New Technology, Work and Employment, Vol. 22, Issue 2, pp. 132-145, July 2007

Abstract:
This paper advances an extended material analysis to the study of technological change in a call center. 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 utilize it.

Number of Pages in PDF File: 14

Accepted Paper Series

Date posted: June 27, 2007

Suggested Citation

Russell, Bob, You Gotta Lie to it: Software Applications and the Management of Technological Change in a Call Center. New Technology, Work and Employment, Vol. 22, Issue 2, pp. 132-145, July 2007. Available at SSRN: http://ssrn.com/abstract=995889 or http://dx.doi.org/10.1111/j.1468-005X.2007.00189.x

Contact Information

Bob Russell (Contact Author)

Griffith University ( email )

Southport, QLD 4111 QLD 4215
Australia