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The state of electronic customer relationship management in retailing
Feinberg, Richard A.; Kadam, Rajesh; Hokama, Leigh; … - In: International journal of retail & distribution management 30 (2002) 10, pp. 470-481
Persistent link: https://www.econbiz.de/10006439449
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Operational determinants of caller satisfaction in the call center
Feinberg, Richard A.; Kim, Ik-Suk; Hokama, Leigh; … - In: International journal of service industry management : IJSIM 11 (2000) 2, pp. 131-141
Persistent link: https://www.econbiz.de/10007118065