Narrow search
Showing 1 - 3 of 3
Cover Image
Customer acquisition, retention, and service access quality : optimal advertising, capacity level, and capacity allocation
Afèche, Philipp; Araghi, Mojtaba; Baron, Opher - In: Manufacturing & service operations management : M & SOM 19 (2017) 4, pp. 674-691
Persistent link: https://www.econbiz.de/10011770629
Cover Image
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
Cover Image
Understanding customer retrials in call centers : preferences for service quality and service speed
Hu, Kejia; Allon, Gad; Bassamboo, Achal - In: Manufacturing & service operations management : M & SOM 24 (2022) 2, pp. 1002-1020
Persistent link: https://www.econbiz.de/10013258710