Talk as Technique - A Critique of the Words and Deeds Distinction in the Diffusion of Customer Service Cultures in Call Centres
| Year of publication: |
2003
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| Authors: | Sturdy, Andrew ; Fleming, Peter |
| Published in: |
Journal of management studies : JMS. - Oxford : Blackwell, ISSN 0022-2380, ZDB-ID 2424976. - Vol. 40.2003, 4, p. 753-774
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