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"Creating value from a commodity process: a case study of a call center."
Jimmy C. Huang et al. (2007)
- Jimmy C. Huang, Sue Newell, Brad Poulson, Robert D. Galliers:
Creating value from a commodity process: a case study of a call center. J. Enterp. Inf. Manag. 20(4): 396-413 (2007)
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