Emotional management in a mass customised call centre : examining skill and knowledgeability in interactive service work
Year of publication: |
2010
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Authors: | Jenkins, Sarah ; Delbridge, Rick ; Roberts, Ashley |
Published in: |
Work, employment & society : a journal of the British Sociological Association. - Los Angeles, Calif. [u.a.] : Sage, ISSN 0950-0170, ZDB-ID 638222-8. - Vol. 24.2010, 3, p. 546-564
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Subject: | Callcenter | Call centre | Emotion | Mass Customization | Mass customization | Qualifikation | Occupational qualification | Großbritannien | United Kingdom |
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