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Problematic customers and turnover intentions of customer service employees
Poddar, Amit; Madupalli, Ramana - In: The journal of services marketing 26 (2012) 7, pp. 551-559
Persistent link: https://www.econbiz.de/10009672283
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The impact of CRM components system on customer retention in the telecom industry : a case of Y-Telecom in Yemen
Alhakimi, Wail; Ghaleb, Abdulsalam - In: Middle East journal of management : MEJM 6 (2019) 4, pp. 378-409
Persistent link: https://www.econbiz.de/10012111773
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An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk; Kumar, Anuj; Netessine, Serguei - In: Manufacturing & service operations management : M & SOM 17 (2015) 3, pp. 368-383
Persistent link: https://www.econbiz.de/10011307925
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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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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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Emotional labor dynamics : a momentary approach
Gabriel, Allison S.; Diefendorff, James M. - In: Academy of Management journal : AMJ 58 (2015) 6, pp. 1804-1825
Persistent link: https://www.econbiz.de/10011427800
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An information stock model of customer behavior in multichannel customer support services
Netessine, Serguei; Jerath, Kinshuk; Kumar, Anuj - 2014 - Rev. vers. of 2014/06/TOM
Persistent link: https://www.econbiz.de/10010485731
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An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk; Kumar, Anuj; Netessine, Serguei - 2014 - Rev. vers. of 2012/73/TOM
Persistent link: https://www.econbiz.de/10010387780
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Calling for a multisensory perspective on customer service co-creation
Fließ, Sabine; Dyck, Stefan; Volkers, Maarten - In: Perspektiven des Dienstleistungsmanagements : aus Sicht …, (pp. 77-104). 2020
Persistent link: https://www.econbiz.de/10012224469
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Paying lip service? : the effects of vocal determinants on perceived service quality
David, Yigal; Harison, Elad - In: International journal of enterprise information systems … 18 (2022) 1, pp. 1-20
Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...
Persistent link: https://www.econbiz.de/10014307053