The organisation of work based on standardisation: the question of scripts in call centers (1998)
- Authors:
- 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:
- Source:
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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. . Disponível em: https://repositorio.usp.br/directbitstream/c7c0ae7b-69c4-48d8-ba54-4daf6242b831/Sznelwar-1998-organisation.pdf. Acesso em: 08 abr. 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. Recuperado de https://repositorio.usp.br/directbitstream/c7c0ae7b-69c4-48d8-ba54-4daf6242b831/Sznelwar-1998-organisation.pdf -
NLM
Mascia F, Sznelwar L. The organisation of work based on standardisation: the question of scripts in call centers [Internet]. In: Human factors in organizational design and management. Amsterdan: Elsevier; 1998. [citado 2026 abr. 08 ] Available from: https://repositorio.usp.br/directbitstream/c7c0ae7b-69c4-48d8-ba54-4daf6242b831/Sznelwar-1998-organisation.pdf -
Vancouver
Mascia F, Sznelwar L. The organisation of work based on standardisation: the question of scripts in call centers [Internet]. In: Human factors in organizational design and management. Amsterdan: Elsevier; 1998. [citado 2026 abr. 08 ] Available from: https://repositorio.usp.br/directbitstream/c7c0ae7b-69c4-48d8-ba54-4daf6242b831/Sznelwar-1998-organisation.pdf - The dialogue and the script: the conflit between different logic in costumer services
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