@article{article74d70591,
title   = {The influence of technology on the performance of Brazilian call centers},
author = {Gião, Paulo Roberto and Borini, Felipe Mendes and Oliveira Junior, Moacir de Miranda},
year = {2010},
doi = {10.4301/S1807-17752010000200005},
journal   = {JISTEM : Journal of Information Systems and Technology Management}
}