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Erlang-R : a time-varying queu...
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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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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
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