The impact of waiting on customer-instigated service time : field evidence from a live-chat contact center
Noyan Ilk, Guangzhi Shang
| Year of publication: |
2022
|
|---|---|
| Authors: | Ilk, Noyan ; Shang, Guangzhi |
| Published in: |
Journal of operations management. - Bognor Regis : Wiley, ISSN 1873-1317, ZDB-ID 2013293-1. - Vol. 68.2022, 5, p. 487-514
|
| Subject: | contact center | instant messaging | live-chat | people operations | service co-production | service time | waiting time |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/joom.1199 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013288032