Telephone Operators as Knowledge Workers: Consultants Who Meet Customer Needs.

Michael J. Muller Rebecca Carr Catherine Ashworth Barbara Diekmann Cathleen Wharton Cherie Eickstaedt Joan Clonts Telephone Operators as Knowledge Workers: Consultants Who Meet Customer Needs. 130-137 1995 CHI db/conf/chi/chi95.html#MullerCADWEC95