Plé, Loïc; Lefebvre, Isabelle - Université Paris-Dauphine (Paris IX) - 2003
opportunism for a limited number of customers. Two forms of opportunism are shown: active and premeditated opportunism versus the … incoming call-centre, “spontaneous” or “incident” opportunism when called by the outgoing call-centre. (c) To limit potential … opportunism, the bank insists on formal coordination mechanisms: process standardization, qualification standardization, direct …