@inproceedings{HCI-CCAD-1999-RotheMD,
	author        = "H.-J. Rothe and A.-M. Metz and M. Degener",
	booktitle     = "{Proceedings of the Eighth International Conference on Human-Computer Interaction. Volume 2: Communication, Cooperation, and Application Design}",
	isbn          = "0-8058-3392-7",
	pages         = "1321--1326",
	publisher     = "{Lawrence Erlbaum}",
	title         = "{Mental load of call centre agents}",
	year          = 1999,
}