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The evolution of call centres and the implications for service quality and workforce management in Mexico

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  • Hualde, Alfredo
  • Micheli, Jordy

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  • Hualde, Alfredo & Micheli, Jordy, 2016. "The evolution of call centres and the implications for service quality and workforce management in Mexico," Coediciones, Naciones Unidas Comisión Económica para América Latina y el Caribe (CEPAL), number 43205.
    • Handle: RePEc:ecr:col013:43205
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    File URL: http://repositorio.cepal.org/handle/11362/43205
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    References listed on IDEAS

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    1. Jan Cobbenhagen, 2000. "Successful Innovation," Books, Edward Elgar Publishing, number 2100.
    2. David J. TEECE, 2008. "Profiting from technological innovation: Implications for integration, collaboration, licensing and public policy," World Scientific Book Chapters, in: The Transfer And Licensing Of Know-How And Intellectual Property Understanding the Multinational Enterprise in the Modern World, chapter 5, pages 67-87, World Scientific Publishing Co. Pte. Ltd..
    3. Kenneth Arrow, 1962. "Economic Welfare and the Allocation of Resources for Invention," NBER Chapters, in: The Rate and Direction of Inventive Activity: Economic and Social Factors, pages 609-626, National Bureau of Economic Research, Inc.
    4. Winter, Sidney G., 2006. "The logic of appropriability: From Schumpeter to Arrow to Teece," Research Policy, Elsevier, vol. 35(8), pages 1100-1106, October.
    5. Richard C. Levin & Alvin K. Klevorick & Richard R. Nelson & Sidney G. Winter, 1987. "Appropriating the Returns from Industrial Research and Development," Brookings Papers on Economic Activity, Economic Studies Program, The Brookings Institution, vol. 18(3, Specia), pages 783-832.
    6. B. Demil & X. Lecocq, 2010. "Business model evolution : in search of dynamic consistency," Post-Print hal-00572915, HAL.
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