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type_genre:"Article in journal"
~subject:"Service quality"
~subject:"Warteschlangentheorie"
~type_genre:"Case study"
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Service quality
Warteschlangentheorie
Callcenter
517
Call centre
516
Dienstleistungsqualität
59
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56
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56
Beziehungsmarketing
54
Queueing theory
54
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Jouini, Oualid
5
Dallery, Yves
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Bassamboo, Achal
3
Bloemer, Johanna M.
3
Emadi, Seyed Morteza
3
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Stolletz, Raik
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Surya Dharamdass
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Tezcan, Tolga
2
Wang, Xiaofang
2
Ward, Amy R.
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Management science : journal of the Institute for Operations Research and the Management Sciences
10
Manufacturing & service operations management : M & SOM
10
OR spectrum : quantitative approaches in management
6
European journal of operational research : EJOR
4
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4
The journal of services marketing
4
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Production and operations management : an international journal of the Production and Operations Management Society
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
3
Computers & operations research : and their applications to problems of world concern ; an international journal
2
International journal of production research
2
Journal of business research : JBR
2
Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Mathematics of operations research
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Omega : the international journal of management science
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Academic journal of economic studies
1
Academy of Management journal : AMJ
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Advances in business and management forecasting
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Central European journal of operations research
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Global journal of business management : GJBM
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Global journal of business research : GJBR
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Information and organization
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International journal of business excellence
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International journal of enterprise information systems : IJEIS ; an official publication of the Information Resources Management Association
1
International journal of hospitality management
1
International journal of internet and enterprise management : IJIEM
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of quality & reliability management
1
International journal of quality and service sciences
1
International journal of revenue management : IJRM
1
International journal of services and operations management
1
International journal of services, economics and management
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International public management journal
1
International transactions in operational research : ITOR ; a journal of the International Federation of Operational Research Societies (IFORS)
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Journal of customer behaviour
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Journal of global marketing
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Journal of marketing research : JMR
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ECONIS (ZBW)
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81
A simplified lean method to capture customer voice
Teehan, Robert
;
Tucker, Walter
- In:
International journal of quality and service sciences
2
(
2010
)
2
,
pp. 175-188
Persistent link: https://www.econbiz.de/10003996738
Saved in:
82
Online scheduling policies for multiclass call centers with impatient customers
Jouini, Oualid
;
Pot, Auke
;
Koole, Ger M.
;
Dallery, Yves
- In:
European journal of operational research : EJOR
207
(
2010
)
1
,
pp. 258-268
Persistent link: https://www.econbiz.de/10003997229
Saved in:
83
Design and analysis of diagnostic service centers
Wang, Xiaofang
;
Debo, Laurens G.
;
Scheller-Wolf, Alan
; …
- In:
Management science : journal of the Institute for …
56
(
2010
)
11
,
pp. 1873-1890
Persistent link: https://www.econbiz.de/10008748164
Saved in:
84
Real-time delay estimation based on delay history
Ibrahim, Rouba
;
Whitt, Ward
- In:
Manufacturing & service operations management : M & SOM
11
(
2009
)
3
,
pp. 397-415
Persistent link: https://www.econbiz.de/10003882854
Saved in:
85
Responding to unexpected overloads in large-scale service systems
Perry, Ohad
;
Whitt, Ward
- In:
Management science : journal of the Institute for …
55
(
2009
)
8
,
pp. 1353-1367
Persistent link: https://www.econbiz.de/10003885438
Saved in:
86
The call centre and its many players
Winiecki, Donald J.
- In:
Organization : the critical journal of organization, …
16
(
2009
)
5
,
pp. 705-731
Persistent link: https://www.econbiz.de/10003885480
Saved in:
87
Queueing models for full-flexible multi-class call centers with real-time anticipated delays
Jouini, Oualid
;
Dallery, Yves
;
Akşin, Zeynep
- In:
International journal of production economics
120
(
2009
)
2
,
pp. 389-399
Persistent link: https://www.econbiz.de/10003888406
Saved in:
88
Employee perceptions of service quality in a call centre
Ramseook-Munhurrun, Prabha
;
Naidoo, Perunjodi
; …
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
5
,
pp. 541-557
Persistent link: https://www.econbiz.de/10009525069
Saved in:
89
Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.
;
Rod, Michel
;
Thirkell, Peter
; …
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
Saved in:
90
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Dean, Alison M.
;
Rainnie, Al
- In:
The journal of services marketing
23
(
2009
)
5
,
pp. 326-337
Persistent link: https://www.econbiz.de/10009525733
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