Clark, Colin; Rogers, Priscilla; Murfett, Ulrike; Ang, Soon - 2008
insurance company call center. We adopted a grounded theory methodology together with a rich triangulation of qualitative … response strategies that are tightly related to each other and to courtesy: shows solidarity, anticipates needs, shows … attentiveness, and asks for direction. Correlations and analysis of their enactment in stressful calls led us to propose solidarity …