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ERIC Number: EJ606046
Record Type: Journal
Publication Date: 2000
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0309-0590
Eyes Wide Shut? Querying the Depth of Call Centre Learning.
Houlihan, Maeve
Journal of European Industrial Training, v24 n2-4 p228-40 2000
An ethnographic study of customer service call centers found that both desired and unintended outcomes are influenced by personal coping and organizational sustaining mechanisms. When organizations use behavioral control, a climate of resistance ensues. An alternative is to view call centers as learning sites. (SK)
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A