@article{kort2011call,
  title = {Call Centers Performance  An Application of Structuration Theory},
  author = {Wafa Kort and Jamel Eddine Gharbi},
  year = 2011,
  url = {https://ibimapublishing.com/articles/CIBIMA/2011/606307/},
  journal = {Communications of the IBIMA},
  volume = 2011 (2011),
  pages = 16,
  doi = 10.5171/2011.606307,
  abstract = {The academic field of individual performance is concerned with a large range of multifaceted questions regarding the prediction of individual performance, the assessment issue, or the enhancement and the keeping of a performance value. Current debates have emerged in call centers context. Based on structuration theory, this paper tries to understand the process that leads to individual performance. A case study based on half structured interviews is made at “Téléperformance”. Results show that there are three kinds of determinants: (1) agent features, (2) technological structures and (3) non technological structures shape performance. The relationship between agent features and structures is assumed to be recursive.},
  keywords = {Individual performance, Structuration theory, Technology.},
  note = Article ID: 606307
}