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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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An invitation control policy for proactive service systems : balancing efficiency, value, and service level
Yom-Tov, Galit B.; Yedidsion, Liron; Xie, Yueming - In: Manufacturing & service operations management : M & SOM 23 (2021) 5, pp. 1077-1095
Persistent link: https://www.econbiz.de/10012653949
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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