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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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When and why a squeakier wheel gets more grease : the influence of cultural values and anger intensity on customer compensation
Glikson, Ella; Rees, Laura; Wirtz, Jochen; Kopelman, Shirli - In: Journal of service research 22 (2019) 3, pp. 223-240
Persistent link: https://www.econbiz.de/10012126364
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Affect-as-information : customer and employee affective displays as expeditious predictors of customer satisfaction
Ashtar, Shelly; Yom-Tov, Galit B.; Rafaeli, Anat; … - In: Journal of service research 27 (2024) 4, pp. 525-542
Persistent link: https://www.econbiz.de/10015375820