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MLA
“HRM and Call Centres: Culture and Identities.” Smiling Down the Line: Info-Service Work in the Global Economy, by BOB RUSSELL, University of Toronto Press, Toronto; Buffalo; London, 2009, pp. 162–195, www.jstor.org/stable/10.3138/9781442697850.11. Accessed 28 July 2021.
APA
RUSSELL, B. (2009). HRM and Call Centres: Culture and Identities. In Smiling Down the Line: Info-Service Work in the Global Economy (pp. 162-195). Toronto; Buffalo; London: University of Toronto Press. Retrieved July 28, 2021, from http://www.jstor.org/stable/10.3138/9781442697850.11
CHICAGO
RUSSELL, BOB. "HRM and Call Centres: Culture and Identities." In Smiling Down the Line: Info-Service Work in the Global Economy, 162-95. Toronto; Buffalo; London: University of Toronto Press, 2009. Accessed July 28, 2021. http://www.jstor.org/stable/10.3138/9781442697850.11.

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