The organisation of work based on standardisation: the question of scripts in call centers

The organisation of work based on standardisation: the question of scripts in call centers (1998)

Authors:
- Mascia, Fausto
- Sznelwar, Laerte
USP affiliated authors: MASCIA, FAUSTO LEOPOLDO - EP ; SZNELWAR, LAERTE IDAL - EP
Unidade: EP
Subjects: SERVIÇO DE ATENDIMENTO AO CONSUMIDOR; ORGANIZAÇÃO DO TRABALHO; AVALIAÇÃO DE RECURSOS HUMANOS
Language: Inglês
Imprenta:
- Publisher: Elsevier
- Publisher place: Amsterdan
- Date published: 1998
Source:
- Título: Human factors in organizational design and management

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ABNT

MASCIA, Fausto e SZNELWAR, Laerte. The organisation of work based on standardisation: the question of scripts in call centers. Human factors in organizational design and management. Tradução . Amsterdan: Elsevier, 1998. . . Acesso em: 26 jan. 2026.
APA

Mascia, F., & Sznelwar, L. (1998). The organisation of work based on standardisation: the question of scripts in call centers. In Human factors in organizational design and management. Amsterdan: Elsevier.
NLM

Mascia F, Sznelwar L. The organisation of work based on standardisation: the question of scripts in call centers. In: Human factors in organizational design and management. Amsterdan: Elsevier; 1998. [citado 2026 jan. 26 ]
Vancouver

Mascia F, Sznelwar L. The organisation of work based on standardisation: the question of scripts in call centers. In: Human factors in organizational design and management. Amsterdan: Elsevier; 1998. [citado 2026 jan. 26 ]