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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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Customer participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima - In: Journal of service research 23 (2020) 3, pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
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Improving bank's customer service on the basis of quality management tools
Novokreshchenova, O. A.; Novokreshchenova, N. A.; … - In: European research studies 19 (2016) 3B, pp. 19-38
Persistent link: https://www.econbiz.de/10012009413
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Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure
Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18
Persistent link: https://www.econbiz.de/10012158099
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Transforming the customer experience in post-trade services
Laurensy, Philippe - In: Journal of securities operations & custody 11 (2019) 3, pp. 213-221
Persistent link: https://www.econbiz.de/10012118849
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Managing customer switching behavior in the banking industry
Thaichon, Park; Quach, Sara; Bavalur, Amulya Sai; Nair, … - In: Services marketing quarterly 38 (2017) 3, pp. 142-154
Persistent link: https://www.econbiz.de/10011756714
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Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine; Lopes, Sergio Dominique; Wang, Xuequn - In: Journal of hospitality marketing & management 29 (2020) 4, pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
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How concrete language shapes customer satisfaction
Packard, Grant; Berger, Jonah - In: Journal of consumer research : JCR ; an … 47 (2021) 5, pp. 787-806
Persistent link: https://www.econbiz.de/10012434461
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Continuity of care as a customer service quality indicator in health sector
Rudawska, Iga - In: European research studies 24 (2021) 2B, pp. 266-275
Persistent link: https://www.econbiz.de/10012664215
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Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248
Persistent link: https://www.econbiz.de/10012522538