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USA
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Journal of research in interactive marketing : interactive marketing and computer-mediated communication
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International journal of electronic marketing and retailing : IJEMR
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Handbook of social media management : value chain and business models in changing media markets
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Journal of consumer research : JCR ; an interdisciplinary bimonthly
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Harvard-Business-Manager : das Wissen der Besten
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Health marketing quarterly
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Management information systems : mis quarterly
6
Social media and crisis communication
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The journal of consumer marketing
6
American economic review
5
Cases on strategic social media utilization in the nonprofit sector
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Discussion papers / CEPR
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Faculty & research / Insead : working paper series
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International journal of e-business research : an official publication of the Information Resources Management Association
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ECONIS (ZBW)
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RePEc
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1
Outsourcing customer service : applying the value chain as a method to improve service at call centers
Mihm, Barbara
- In:
Review of business information systems
12
(
2008
)
2
,
pp. 41-50
Persistent link: https://www.econbiz.de/10003769771
Saved in:
2
Enabling "managed activism" : the adoption of call centres in Australian, British and US trade unions
Lund, John R.
;
Wright, Christopher
- In:
New technology, work and employment
24
(
2009
)
1
,
pp. 43-59
Persistent link: https://www.econbiz.de/10003822617
Saved in:
3
Rufen Sie einfach an!
Hsieh, Tony
- In:
Harvard-Business-Manager : das Wissen der Besten
32
(
2010
)
9
,
pp. 46-53
Persistent link: https://www.econbiz.de/10008648307
Saved in:
4
Zappos's CEO on going to extremes for customers
Hsieh, Tony
- In:
Harvard business review : HBR
88
(
2010
)
7/8
,
pp. 41-45
Persistent link: https://www.econbiz.de/10008658586
Saved in:
5
An employment systems approach to turnover : human resources practices, quits, dismissals, and performance
Batt, Rosemary L.
;
Colvin, Alexander James
- In:
Academy of Management journal : AMJ
54
(
2011
)
4
,
pp. 695-717
Persistent link: https://www.econbiz.de/10009304016
Saved in:
6
It takes just 120 seconds : predicting satisfaction in technical support calls
Hall, Judith A.
;
Verghis, Phil
;
Stockton, William
;
Goh, …
- In:
Psychology & marketing
31
(
2014
)
7
,
pp. 500-508
Persistent link: https://www.econbiz.de/10010382588
Saved in:
7
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
Saved in:
8
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
Saved in:
9
Does the Web reduce customer service cost? : empirical evidence from a call center
Kumar, Anuj
;
Telang, Rahul
- In:
Information systems research : ISR
23
(
2012
)
3/1/2
,
pp. 721-737
Persistent link: https://www.econbiz.de/10009656043
Saved in:
10
A call for "user-generated branding"
Burmann, Christoph
- In:
The journal of brand management : an international journal
18
(
2010/11
)
1
,
pp. 1-4
Persistent link: https://www.econbiz.de/10009524440
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