‘You gotta lie to it’: software applications and the management of technological change in a call centre
New Technology Work and EmploymentPublished 20 June 2007
Bob Russell
Citations22
SJR quartileQ1
SJR score2.79
SNIP2.71
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TL;DR
An extended material analysis is shown 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 utilize it.
Abstract
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.
Keywords
Social SciencesHealth Professions
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