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‘You gotta lie to it’: software applications and the management of technological change in a call centre
Author(s) -
Russell Bob
Publication year - 2007
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.2007.00189.x
Subject(s) - technological change , software , sociology , engineering , telecommunications , management , computer science , economics , artificial intelligence , programming language
This paper advances an extended material analysis to the study of technological change in a call centre. It shows how such an analysis is particularly apropos for understanding the distance that often separates managerial intentions in introducing a new technology from the outcomes associated with how workers utilise it.