Researching call centres: gathering results and theories

"The paper looks at current British and German call centre research in the light of its contributions to the issues of skill and control which are central in labour process theory. What has indeed been learned or can be learned from empirical research? After outlining a rough typology of call centre research, we present an overview of results and theories and show how the diverse and controversial perspectives can be combined in a fruitful way resulting in a description of call centres as hybrids of standardisation and flexibilisation. This offers some explanation but may lead to new confusion. We suggest a contextualised and process-oriented perspective for further research and suggest that the current abundance of case studies be used in a comparative way." (author's abstract

Extreme Users

Qualitative segmentation is a blend of art and science. There are a variety of sampling methods researchers use to guarantee a pool of participants that is representative of their target market. But for innovation research, we suggest ignoring those squarely in the middle of your target market. Instead, look to extreme users who are indicative of the future. As William Gibson famously put it: “The future is already here—it’s just not very evenly distributed.” We believe that extreme users live where the future has already arrived. In addition, these users are more articulate about their problems or needs, and more likely to employ innovative workarounds and hacks. Extreme behaviors are powerful examples of human agency and the ability to challenge and transform dominant social structures. We will explore this framework with three case-study examples: Looking to transmen and transwomen for feminine care innovation, Hikikomori for future social spaces, and the Amish for clothing sustainability

Spartan Daily, October 31, 2000

Volume 115, Issue 43https://scholarworks.sjsu.edu/spartandaily/9610/thumbnail.jp

Barnes Hospital Bulletin

https://digitalcommons.wustl.edu/bjc_barnes_bulletin/1151/thumbnail.jp

Spartan Daily, April 29, 2003

Volume 120, Issue 60https://scholarworks.sjsu.edu/spartandaily/9856/thumbnail.jp

Central Florida Future, Vol. 34 No. 24, February 27, 2002

Landslide victory for Pena ticket; Knight\u27s Krossing bans kegs parties; Students bid for dates with athletes.https://stars.library.ucf.edu/centralfloridafuture/2604/thumbnail.jp

Military housing privatization and the promise of design innovation

Thesis (S.M.)--Massachusetts Institute of Technology, Program in Real Estate Development in Conjunction with the Center for Real Estate , 2009.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.Cataloged from student submitted PDF version of thesis.Includes bibliographical references (p. 66-68).The objective of this paper is to answer the question, "Has the military housing privatization process produced design innovation?" Secondary questions are, "What specific role has the Army's Residential Communities Initiative played in fostering innovation? What are the key process drivers? What (if any) specific building product innovations have arisen from an architectural, sustainability, construction technology and community planning perspective over the last 10-15 years?" Particular emphasis is paid to design measures employed by the development partners to ensure client satisfaction, maintain the competitiveness of their product on the open market and preserve long term partnerships with the U.S. Government. Consideration is given to the ways in which the Army has streamlined the privatization solicitation process to foster private sector innovation and what impacts these efforts have had on both design drivers and customer satisfaction levels. Specific examples of planning, design and construction innovation are explored through case studies. The author concludes that privatization has produced significant innovation and high customer satisfaction in the military housing market. However, there is still room for further program innovation in light of parallel trends in university student housing privatization, public housing privatization and the private market. Research methodology included relevant literature review and direct, focused interviews with key industry players from the U.S. Government, design and development arenas. These approaches were augmented with select, relevant case study analyses and supporting site visits..by Jason Ellis.S.M