@inbook{e3138e5b6c8c4893af3bf67bb617fa63,
title = "Risky business: re-thinking the human in interactive service work",
abstract = "Challenges the traditional way in which the management of people is often viewed solely within an economic framework by acknowledging that human relations are social, reciprocal, multi-dimensional and embedded in group and societal dynamics.",
keywords = "customer service, social interaction, call centre work, human resource management",
author = "S.C. Bolton and M. Houlihan and S.C. Bolton and M. Houlihan",
year = "2007",
language = "English",
isbn = "978-0-230-01935-5",
series = "Management, Work and Organisations",
publisher = "Palgrave",
pages = "245--262",
booktitle = "Searching for the Human in Human Resource Management",
}