Understanding customer retrials in call centers : preferences for service quality and service speed
Kejia Hu, Gad Allon, Achal Bassamboo
| Year of publication: |
2022
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| Authors: | Hu, Kejia ; Allon, Gad ; Bassamboo, Achal |
| Published in: |
Manufacturing & service operations management : M & SOM. - Linthicum, Md. : Informs, ISSN 1526-5498, ZDB-ID 2023273-1. - Vol. 24.2022, 2, p. 1002-1020
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| Subject: | call centers | customer services | empirical operations management | first-contact resolution | retrials | service speed and quality | structural model | Dienstleistungsqualität | Service quality | Callcenter | Call centre | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Qualitätsmanagement | Quality management | Warteschlangentheorie | Queueing theory | Dienstleistungsmanagement | Service management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1287/msom.2021.0976 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013258710