Human-Computer Interaction: Ergonomics and User Interfaces - Vol. 1

By Hans-Jörg Bullinger; Jürgen Ziegler | Go to book overview

Implementation of Information Technology in
Call Centers

Ristimäki T., Leino T., Huuhtanen P.
Finnish Institute of Occupational Health


1
Introduction and Objectives

The implementation of information technology (IT) is a process in which organizational, social and technological aspects interact. It is widely recognized that successful implementation of information technology must take into account not only the technical aspects, but also the organizational and social factors involved in the implementation ( Zauchner et al. 1997). Eason 1996). For example, it has been found that participation in the implementation process has positive effects on strain and job satisfaction ( Zauchner et al. 1997). Other organizational and social factors are, for example, the practices of organizational planning, the management of change, leadership, interaction, communication, training and IT support.

In this paper the implementation of information technology is analyzed in two call centers of a bank, which provide a variety of banking services by telephone to customers. It is important to emphasize that call center work is extremely intensive, using the latest information and telecommunication technologies. In addition, the number of call centers is continuously rising. ( Richardson and Marshall 1996).

This study aims to analyze some of the organizational and social factors during the implementation process of a new information system (IS) in call center work.


2
Material and Methods

This paper is part of a longitudinal study "Mastery of technological changes in financial firms in the information society". The study is being carried out in 1997 - 2000 in three units of a nationwide bank (n=169) and five units of a

-6-

Notes for this page

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this book

This book has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this book

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this page

Cited page

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited page

Bookmark this page
Human-Computer Interaction: Ergonomics and User Interfaces - Vol. 1
Table of contents

Table of contents

Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this book

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen
/ 1356

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.