Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Year of publication: |
2021
|
---|---|
Authors: | Altman, Daniel ; Yom-Tov, Galit B. ; Olivares, Marcelo ; Ashtar, Shelly ; Rafaeli, Anat |
Published in: |
Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 23.2021, 4, p. 854-875
|
Subject: | behavioral operations | service operations | emotions | worker productivity | response time | customer service | Emotion | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Callcenter | Call centre | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
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