The Geneva Papers on Risk and Insurance Issues and Practice - Abstract of article: Call Centers: A Case Study on the Interplay Between Organization and Information Technology

The Geneva Papers on Risk and Insurance (2003) 28, 111–126. doi:10.1111/1468-0440.00213

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

Matthias Graumann¹, Hans-Jrgen Arnold² and Nicole Beltjes³

¹University of Cologne
²General Cologne Re
³abt & petram Insurance Brokers

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