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
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: 14Accepted Paper Series
Date posted: June 27, 2007
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