{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,1]],"date-time":"2025-11-01T21:27:11Z","timestamp":1762032431346},"reference-count":32,"publisher":"Elsevier BV","issue":"4","license":[{"start":{"date-parts":[[2004,3,1]],"date-time":"2004-03-01T00:00:00Z","timestamp":1078099200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Information &amp; Management"],"published-print":{"date-parts":[[2004,3]]},"DOI":"10.1016\/s0378-7206(03)00087-9","type":"journal-article","created":{"date-parts":[[2003,9,16]],"date-time":"2003-09-16T22:58:25Z","timestamp":1063753105000},"page":"497-507","source":"Crossref","is-referenced-by-count":25,"title":["Centralization as a design consideration for the management of call centers"],"prefix":"10.1016","volume":"41","author":[{"given":"Marco","family":"Adria","sequence":"first","affiliation":[]},{"given":"Shamsud D.","family":"Chowdhury","sequence":"additional","affiliation":[]}],"member":"78","reference":[{"key":"10.1016\/S0378-7206(03)00087-9_BIB1","unstructured":"A catalyst for change: behind the scenes at one of Canada\u2019s top group insurers, Benefits Canada 22 (2) (1998) 16\u201322."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB2","unstructured":"W. Blanding, Customer Service Operations: The Complete Guide, AMACOM, New York, 1991, p. viii."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB3","first-page":"20","article-title":"Technology and organization in manufacturing","volume":"21","author":"Blau","year":"1976","journal-title":"Academy of Management Review"},{"issue":"4","key":"10.1016\/S0378-7206(03)00087-9_BIB4","doi-asserted-by":"crossref","first-page":"120","DOI":"10.5465\/AME.1998.1334008","article-title":"Going global: using information technology to advance the competitiveness of the virtual transnational organization","volume":"12","author":"Boudreau","year":"1998","journal-title":"Academy of Management Executive"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB5","unstructured":"R. Buchanan, S. Koch-Schulte, Gender on the Line: Technology, Restructuring and the Reorganization of Work in the Call Centre Industry, Status of Women Canada, Ottawa, 2000, p. 4."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB6","unstructured":"P. Burrows, Instant info is not enough, Business Week (22 June 1998) 144."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB7","unstructured":"Government of Canada, Industry Canada, 1999. http:\/\/strategis.ic.gc.sa\/SSG\/it05052e.html."},{"issue":"4","key":"10.1016\/S0378-7206(03)00087-9_BIB8","first-page":"61","article-title":"The service factory","volume":"67","author":"Chase","year":"1989","journal-title":"Harvard Business Review"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB9","doi-asserted-by":"crossref","first-page":"1037","DOI":"10.1287\/mnsc.29.9.1037","article-title":"The customer contact model for organizational design","volume":"29","author":"Chase","year":"1983","journal-title":"Management Science"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB10","unstructured":"Converging Communications Group with Multimedia Telecommunications Association (MMTA) and Advantage Business Research, Call center industry study, CommWeb, 6 September 2000. http:\/\/www.commweb.com\/article\/COM20000906S0012."},{"issue":"13","key":"10.1016\/S0378-7206(03)00087-9_BIB11","first-page":"1","article-title":"Intranet case file: three implementers discuss the ups and downs of launching and managing intranets","volume":"13","author":"Cummer","year":"1997","journal-title":"Computer World Canada"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB12","unstructured":"M. Cusack, Online Customer Care: Applying Today\u2019s Technology to Achieve World-Class Customer Interaction, ASQ Quality Press, Milwaukee, WI, 1998."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB13","unstructured":"G. Dessler, Organization Theory: Integrating Structure and Behavior, Prentice-Hall, Englewood Cliffs, NJ, 1980, p. 137."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB14","unstructured":"W.R. Dill, The impact of environment on organizational development, in: S. Mailick, W.H. Van Ness (Eds.), Concepts and Issues in Administrative Behavior, Prentice-Hall, Englewood Cliffs, NJ, 1962."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB15","doi-asserted-by":"crossref","first-page":"313","DOI":"10.1016\/S0149-2063(01)00094-0","article-title":"The role of information technology in the organization: a review, model, and assessment","volume":"27","author":"Dewett","year":"2001","journal-title":"Journal of Management"},{"issue":"3","key":"10.1016\/S0378-7206(03)00087-9_BIB16","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1016\/S0378-7206(98)00054-8","article-title":"The influence of information technology diffusion and business process change on perceived productivity: the IS executive\u2019s perspective","volume":"34","author":"Grover","year":"1998","journal-title":"Information & Management"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB17","doi-asserted-by":"crossref","first-page":"47","DOI":"10.5465\/amr.1990.4308227","article-title":"A theory of the effects of advanced information technologies on organizational design, intelligence, and decision making","volume":"15","author":"Huber","year":"1990","journal-title":"Academy of Management Review"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB18","unstructured":"H. Lucas, The T-Form Organization: Using Technology to Design Organizations for the 21st Century, Jossey-Bass, San Francisco, 1996."},{"issue":"1","key":"10.1016\/S0378-7206(03)00087-9_BIB19","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1016\/S0378-7206(98)00075-5","article-title":"Information technology and firm performance: linking with environmental, strategic and managerial contexts","volume":"35","author":"Mingfang","year":"1999","journal-title":"Information & Management"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB20","unstructured":"J. O\u2019Herron, The foundations of a satisfied customer base: how manufacturers depend on call centers to build relationships with callers, CommWeb, August 2000. http:\/\/www.callcentermagazine.com\/article\/CCM20000726S0003."},{"issue":"4","key":"10.1016\/S0378-7206(03)00087-9_BIB21","first-page":"35","article-title":"Bridging the distances","volume":"13","author":"O\u2019Keefe","year":"1997","journal-title":"Financial Executive"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB22","unstructured":"Government of Ontario, Ministry of Economic Development, Trade and Tourism, Study of the North American customer care centre market, October 1998."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB23","unstructured":"W. Orlikowski, The data processing occupation: professionalization or proletarianization? in: R. Simpson, I. Simpson (Eds.), Research in the Sociology of Work: A Research Annual, vol. 4, JAI Press Inc., Greenwich, CT, 1988, pp. 95\u2013124."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB24","doi-asserted-by":"crossref","unstructured":"A. Pinsonneault, K.L. Kraemer, The impact of information technology on middle managers, MIS Quarterly (September 1993) 271\u2013292.","DOI":"10.2307\/249772"},{"issue":"2","key":"10.1016\/S0378-7206(03)00087-9_BIB25","doi-asserted-by":"crossref","first-page":"203","DOI":"10.5465\/amr.1990.4308154","article-title":"Loosely coupled systems: a reconceptualization","volume":"15","author":"Orton","year":"1990","journal-title":"Academy of Management Review"},{"issue":"11","key":"10.1016\/S0378-7206(03)00087-9_BIB26","doi-asserted-by":"crossref","first-page":"963","DOI":"10.1177\/001872677703001101","article-title":"Computers and management structure: some empirical findings re-examined","volume":"30","author":"Robey","year":"1977","journal-title":"Human Relations"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB27","doi-asserted-by":"crossref","first-page":"521","DOI":"10.1002\/smj.4250110704","article-title":"Patterns of Japanese strategy: strategic combinations of strategies","volume":"11","author":"Smothers","year":"1990","journal-title":"Strategic Management Journal"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB28","unstructured":"A. Throne, ChaseMellon\u2019s call center: how this financial services company assists shareholders by phone, CommWeb, August 2000. http:\/\/www.callcentermagazine.com\/article\/CCM20000726S0002."},{"issue":"3","key":"10.1016\/S0378-7206(03)00087-9_BIB29","doi-asserted-by":"crossref","first-page":"17","DOI":"10.5465\/AME.1998.1109047","article-title":"Virtual teams: technology and workplace of the future","volume":"12","author":"Townsend","year":"1998","journal-title":"Academy of Management Executive"},{"issue":"Winter","key":"10.1016\/S0378-7206(03)00087-9_BIB30","first-page":"73","article-title":"IT-enabled business transformation: from automation to business scope redefinition","volume":"35","author":"Venkatraman","year":"1994","journal-title":"Sloan Management Review"},{"key":"10.1016\/S0378-7206(03)00087-9_BIB31","unstructured":"T.L. Whisler, The Impact of Computers on Organizations, Praeger, New York, 1970."},{"key":"10.1016\/S0378-7206(03)00087-9_BIB32","unstructured":"J. Woodward, Industrial Organization: Theory and Practice, Oxford University Press, Oxford, 1965."}],"container-title":["Information &amp; Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0378720603000879?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0378720603000879?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2020,3,25]],"date-time":"2020-03-25T16:02:55Z","timestamp":1585152175000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S0378720603000879"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2004,3]]},"references-count":32,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2004,3]]}},"alternative-id":["S0378720603000879"],"URL":"https:\/\/doi.org\/10.1016\/s0378-7206(03)00087-9","relation":{},"ISSN":["0378-7206"],"issn-type":[{"value":"0378-7206","type":"print"}],"subject":[],"published":{"date-parts":[[2004,3]]}}}