CLERGEAU, Cecile; PIHEL, Laetitia. Information systems, task control and service management. An analysis of the customer-contact centers case. Systèmes d’Information et Management (French Journal of Management Information Systems), [S. l.], v. 15, n. 3, p. 71–91, 2010. Disponível em: https://revuesim.org/index.php/sim/article/view/309. Acesso em: 18 may. 2026.