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ls they receive) and also the planning and organisation of their work. These disadvantages are some of the factors that lead to depression among call agents and monotony of their work is one of the most frequent reasons call agents quit their jobs (Deery et al, 2002).

SUMMARY This chapter has defined discussed what a call centre is and highlighted the different perspectives of call centres found in literature. It identified the theories on which the analysis of this dissertation is based on, although it is further explained in the next chapter. It also discussed the call centre from different points of views such as technology which mentioned the fact that it still requires human interaction for any organisation to achieve its maximum potential, management who determine the work pace of the call centre. Although highlighting the challenges they are faced with, it also identified areas where they need to place more attention (i.e. control vs. empowerment). Lastly it discussed the general idea of call agents? job descriptions. This has served as a background to further explore in this research the working conditions of the call centre and determine the effect of information systems on their jobs.

THEORY AND RESEARCH METHODOLOGY 理论与研究方法
INTRODUCTION This chapter discusses the research approach adopted for this research based on the chosen theory. It also highlights the research methodology discussing the rationale behind it. It also gives a description of the researcher?s experience on the field.

RESEARCH APPROACH Literature has shown that there are three main research approaches which include the positivist, interpretive and critical (Avison and Pries-Heje, 2005). This dissertation is adopting the interpretive approach which as defined by Oates (2006) is concerned with understanding the social context of an information system, the social processes involved in its development and construed by people through which it influences and is influenced by its social setting. This approach was found appropriate because it recognizes the importance of human interpretation and interaction (Walsham, 1995). However the use of qualitative data provides more insight in examining technology and its social context (Walsham et al, 2007).

RESEARCH METHOD This dissertation was conducted in a telecommunication industry located in Nigeria. Thirty of the employees comprised of inbound; outbound agents and the IT department employees were interviewed during a period of three weeks. During this period, the call agents were observed (non participative). The researcher conducted a semi-structured interview because this offered flexibility during the course of the interview and at the same time allowing the researcher explores interesting areas that may arise. It also enabled the researcher clarify misleading or ambiguous questions (Cornford and Smithson, 2006).

DATA ANALYSIS Data generated from the semi-structured interviews would be analysed using the thematic analysis. In literature, the thematic analysis has two approaches which are namely:

The deductive approach: in which themes are derived from existing theories found in literatures.

The inductive approach: are themes derived from categories observed in the data generated from those interviewed, or from other literature or documents studied. For the purpose of this research, the inductive approach was本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。