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- W2193940449 abstract "Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimalcustomer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the inhouselocus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigatedcoalesce into two distinct categories; a framework to depict this is presented." @default.
- W2193940449 created "2016-06-24" @default.
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- W2193940449 date "2011-03-10" @default.
- W2193940449 modified "2023-09-24" @default.
- W2193940449 title "A phenomenological study of the impact of knowledge intensity and environmental velocity on in source or hosted contact centres." @default.
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