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@incollection{ Holtgrewe2002,
 title = {Dilemmata der Callcenter-Arbeit},
 author = {Holtgrewe, Ursula and Kerst, Christian},
 editor = {Kutzner, Edelgard and Kock, Klaus},
 year = {2002},
 booktitle = {Dienstleistung am Draht - Ergebnisse und Perspektiven aus der Call Center Forschung},
 pages = {111-120},
 series = {sfs Beiträge aus der Forschung},
 volume = {127},
 address = {Dortmund},
 urn = {https://nbn-resolving.org/urn:nbn:de:0168-ssoar-216728},
 keywords = {Routine; telecommunication; Telekommunikation; customer orientation; Call Center; job; call center; Taylorism; creativity; Rationalisierung; autonomy; routine; Taylorismus; empirische Forschung; Kundenorientierung; Autonomie; Kreativität; rationalization; Arbeitsorganisation; empirical research; Arbeitsplatz; Flexibilität; work organization; flexibility}}