Computerization, productivity, and quality of work-life

ABSTRACT

The impact of a computerized record system on the work lives of customer service representatives in a large utility company is examined. The results suggest alternate methods for thinking about and measuring technological impact.

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INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.2 Social Issues
          Subjects: Employment

Additional Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
  H.4 INFORMATION SYSTEMS APPLICATIONS

General Terms:
Human Factors, Measurement