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@incollection{ Holtgrewe2002,
 title = {Callcenter und Callcenterforschung: was gibt es neues?},
 author = {Holtgrewe, Ursula},
 editor = {Kutzner, Edelgard and Kock, Klaus},
 year = {2002},
 booktitle = {Dienstleistung am Draht - Ergebnisse und Perspektiven aus der Call Center Forschung},
 pages = {8-18},
 series = {sfs Beiträge aus der Forschung},
 volume = {127},
 address = {Dortmund},
 urn = {https://nbn-resolving.org/urn:nbn:de:0168-ssoar-216719},
 keywords = {sociology; telecommunication; communication; Arbeitssoziologie; service; Kommunikation; call center; Arbeitspsychologie; industrial psychology; Soziologie; Kundenorientierung; Arbeitsorganisation; sociology of work; Telekommunikation; Organisation; customer orientation; organization; Call Center; Organisationsform; job; type of organization; customer; Rationalisierung; rationalization; Dienstleistung; Arbeitsplatz; work organization; Kunde}}