@inproceedings{ICEIS-v3-2004-PoulsonHNG,
	author        = "Brad Poulson and Jimmy C. Huang and Sue Newell and Robert D. Galliers",
	booktitle     = "{Proceedings of the Sixth International Conference on Enterprise Information Systems, Volume 3}",
	pages         = "396--402",
	title         = "{Reversing the Trend of Commoditization: A Case Study of the Strategic Planning and Management of a Call Center}",
	year          = 2004,
}