Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Year of publication: |
2016
|
---|---|
Authors: | Ellway, Benjamin |
Published in: |
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA. - Bingley : Emerald, ISSN 0144-3577, ZDB-ID 762449-9. - Vol. 36.2016, 4, p. 408-428
|
Subject: | Call centres | IVR system | Behavioural operations | Call routing | Customer contract | Service system design | Callcenter | Call centre | Tourenplanung | Vehicle routing problem | Dienstleistung | Services | Dienstleistungsmanagement | Service management | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
-
Optimizing customer involvement : how close should you be to your customers?
Sampson, Scott, (2022)
-
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
Bruhn, Manfred, (2010)
-
Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L., (2016)
- More ...
-
Operating without operations : how is technology changing the role of the firm?
Breidbach, Christoph, (2018)
-
Ellway, Benjamin, (2016)
- More ...