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Thompson, P. and Callaghan, G.; (2002) Skill formation in call centres. In: Call Centres: A Comparative Analysis. Ashgate, pp. 105-122. ISBN 0745619559
Thompson, P. and Callaghan, G.; (2002) Skill formation in call centres. In: Call Centres: A Comparative Analysis. Ashgate, pp. 105-122. ISBN 0745619559