@misc{_Call_2004,
 address={Houndmills},
 howpublished={online},
 year={2004},
 publisher={Palgrave Macmillan},
 title={Call centres and human resource management : a cross-national perspective},
 keywords={Australia, USA, Wielka Brytania, zarządzanie kadrami, zarządzanie zasobami ludzkimi},
}