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 -