@misc{746,
  author = {Helen Richardson},
  title = {CRM in Call Centres: The Logic of Practice},
  year = {2003},
  booktitle = {Information Systems Perspectives and Challenges in the Context of Globalization},
  journal = {Information Systems Perspectives and Challenges in the Context of Globalization},
  pages = {69-83},
  language = {eng},
  key = {DBLP:conf/ifip8-2/Richardson03},
}