Technology and talk in calls to NHS Direct
by Jillian Pooler
Reference:
Jillian Pooler, (2010), "Technology and talk in calls to NHS Direct", Loughborough, PhD thesis, Loughborough Social Sciences.
Bibtex Entry:
@PHDTHESIS{Pooler2010,
  address = "Loughborough", 
  author = "Jillian Pooler", 
  keywords = "EMCA, Medical EMCA, Service calls, Call centres, Technology, Telephone, Response tokens and Non-response", 
  school = "Loughborough Social Sciences", 
  title = "Technology and talk in calls to NHS Direct", 
  year = "2010", 
}