TY  - JOUR
TI  - 'Scripts Are Beautiful': Managers' and Agents' Views of Script Use in Call Centers
DO  - https://doi.org/10.1177/2329488417738512
SP  - 1
EP  - 25
UR  - http://journals.sagepub.com/doi/pdf/10.1177/2329488417738512
PY  - 2017-01-01
JO  - International Journal of  Business Communication 
AU  - Tovar, Johanna 
AU  - Lockwood, Jane 
ER -