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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
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A study on investigating the online impulse purchase intention of Indian women
Divakar, P.; Venkatesh, R. - In: International journal of work innovation : IJWI 5 (2024) 2, pp. 164-182
Persistent link: https://www.econbiz.de/10014547212
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://www.econbiz.de/10014318720
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Effects of consumers' mood in a personal sales conversation
Gierl, Heribert; Bambauer, Silke - In: Advertising and communication : proceedings 4th …, (pp. 278-286). 2005
Persistent link: https://www.econbiz.de/10003353831
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With suspicious (but happy) minds : mood's ability to neutralize the effects of suspicion on persuasion
DeCarlo, Thomas E.; Barone, Michael J. - In: Journal of consumer psychology : JCP : the official … 19 (2009) 3, pp. 326-333
Persistent link: https://www.econbiz.de/10003883905
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Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy
Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974
Persistent link: https://www.econbiz.de/10003906453
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Psycho-logisches Banking
Heiring, Werner - In: Die Fachhochschule der Deutschen Bundesbank in …, (pp. 99-124). 2006
Persistent link: https://www.econbiz.de/10003377039
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Post-adoption behaviors of e-service customers : the interplay of cognition and emotion
Chea, Sophea; Luo, Margaret Meiling - In: International journal of electronic commerce : IJEC 12 (2007/08) 3, pp. 29-56
Persistent link: https://www.econbiz.de/10003698426
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Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives
Wang, Mo; Liao, Hui; Zhan, Yujie; Shi, Junqi - In: Academy of Management journal : AMJ 54 (2011) 2, pp. 312-334
Persistent link: https://www.econbiz.de/10009156515
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Recollection consistency of festival consumption emotions
Lee, Jenny Jiyeon; Kyle, Gerard T. - In: Journal of travel research : a quarterly publication of … 51 (2012) 2, pp. 178-190
Persistent link: https://www.econbiz.de/10009509150