Knowledge creation, call centres and gender: A critical perspective
(2011)
Book Chapter
Durbin, S. (2011). Knowledge creation, call centres and gender: A critical perspective. In B. Krings (Ed.), Brain Drain or Brain Gain: Changes of work in knowledge-based societies (241-260). Berlin: Sigma
This chapter analyses the design of call centres and the implications of this from a business and gender perspective. It is based upon research in two UK call centres developed by two leading financial services organisations, referred to throughout a... Read More about Knowledge creation, call centres and gender: A critical perspective.