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Dilemmata der Callcenter-Arbeit [collection article]

Author(s): Holtgrewe, Ursula; Kerst, Christian.- 2002. 111-120p.

Researching call centres: gathering results and theories [working paper]

Author(s): Holtgrewe, Ursula; Kerst, Christian.- 2002. 19p.

Call centres: constructing flexibility [collection article]

Author(s): Arzbächer, Sandra; Holtgrewe, Ursula; Kerst, Christian

Source: Ashgate, 2002

Flexibility and customer orientation: where does the slack come from? [conference paper]

Author(s): Holtgrewe, Ursula; Kerst, Christian.- 2001. 20p.

Flexibilität organisieren: Callcenter als kundenorientierte Organisationen [collection article]

Author(s): Holtgrewe, Ursula; Kerst, Christian

Source: Ed. Sigma, 2003

Zwischen Kundenorientierung und organisatorischer Effizienz: Callcenter als Grenzstellen [journal article]

Author(s): Holtgrewe, Ursula; Kerst, Christian

Source: Soziale Welt, 53 (2002) 2. p.141-160