Call Centers: A Case Study on the Interplay Between Organization and Information Technology

Matthias Graumann, Hans-Jrgen Arnold and Nicole Beltjes
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Matthias Graumann: University of Cologne
Hans-Jrgen Arnold: General Cologne Re
Nicole Beltjes: bt & petram Insurance Brokers

The Geneva Papers on Risk and Insurance - Issues and Practice, 2003, vol. 28, issue 1, 126 pages

Date: 2003
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