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"How may I help you?" : improving telephone customer service in a medical clinic setting

Slowiak, Julie M. - In: Journal of organizational behavior management 34 (2014) 1, pp. 39-51

Persistent link: https://www.econbiz.de/10010355168

Effects of customer gender and mode of dress on service response received in retail establishments

Leigh, James H.; Herndon, Neil C.; Kantak, Donna Massey - In: Journal of marketing channels : ... distribution … 20 (2013) 3/4, pp. 239-259

Persistent link: https://www.econbiz.de/10009792117

An e-commerce customer service robot based on intention recognition model

Peng, Minjing; Qin, Yanwei; Tang, Chenxin; Deng, Xiangming - In: Journal of electronic commerce in organizations : the … 14 (2016) 1, pp. 34-44

Persistent link: https://www.econbiz.de/10011529142

Development and validation of the customer-centered behavior measure

Michel, John W.; Tews, Michael J.; Kavanagh, Michael J. - In: The service industries journal 34 (2014) 13, pp. 1075-1091

Persistent link: https://www.econbiz.de/10010412925

Artificial intelligence in electronic commerce : basic chatbots and consumer journey

Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101

This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...

Persistent link: https://www.econbiz.de/10012821256

Does active service intervention drive more complaints on social media? : the roles of service quality and awareness

Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611

Persistent link: https://www.econbiz.de/10012804160

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

Customer service at independent retail food chains in Kwazulu-Natal

Tlapana, Tshepo - In: Expert journal of marketing 8 (2020) 2, pp. 89-98

Persistent link: https://www.econbiz.de/10012613043

Donning the mask : the impact of Covid-19 on emotional labour performance

Lafferty, Niamh; MacCurtain, Sarah; McNamara, Patricia … - In: International journal of quality and innovation : IJQI 5 (2021) 2, pp. 141-157

Persistent link: https://www.econbiz.de/10012613723

Engaging the avatar : the effects of authenticity signals during chat-based service recoveries

Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716

Persistent link: https://www.econbiz.de/10013185032