Benjamin Cook


with Lockwood, J. , Ryder, N. , Gregorio, S. , Ramos, L. , 2016, Dealing with angry Western customers in Asian call centres: a cultural divide?, in L. Pickering, E. Friginal & S. Staples (eds.), Talking at work, Basingstoke, Palgrave Macmillan, pp. 155-178.