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Home → Magazine Archive → February 1989 (Vol. 32, No. 2) → Computerization, productivity, and quality of work... → Abstract

Computerization, productivity, and quality of work-life

By Robert E. Kraut, Susan T. Dumais, Susan Koch

Communications of the ACM, Vol. 32 No. 2, Pages 220-238
10.1145/63342.63347

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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