Call centers : a case study on the interplay between organization and information technology

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      <subfield code="a">Since deregulation of the European insurance market at the beginning of the 1990s, the European insurance industry has developed into a highly competitive marketplace. It is common knowledge in business administration that intensified competition, combined with a saturated market, forces insurance companies to raise customer awareness. Whereas it used to be thought that customer awareness was founded on either the price component (lowestcost strategy) or the quality component (strategy of differentiation), today the simultaneous development of both factors is essential</subfield>
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