Huang, Jimmy; Newell, Sue; Poulson, Brad; Galliers, … - In: Journal of Enterprise Information Management 20 (2007) 4, pp. 396-413
Purpose – The purpose of this paper is to conceptualize the unique value that can be created by performing a commodity process, in this case call handling at a call center, as a means of challenging the prevalent assumption that an organization should differentiate between the management of a...