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Kreutzer, Ralf T.
51
Dwivedi, Yogesh Kumar
43
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40
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40
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33
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31
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30
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30
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29
Tan, Yong
29
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28
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28
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28
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27
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27
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27
Hajli, Nick
26
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25
Flavián Blanco, Carlos
25
Jerath, Kinshuk
25
Kumar, Subodha
24
Loureiro, Sandra Maria Correia
24
Vrontis, Demetris
24
Burmann, Christoph
23
Filieri, Raffaele
23
Fritz, Wolfgang
23
Gu, Bin
23
Saxton, Gregory D.
23
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Rita, Paulo
22
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Springer eBook Collection
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51
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
Saved in:
52
Customer Service Center : persönlicher Ansprechpartner in allen Kanälen
Brock, Harald
;
Matthies, Henrik
- In:
Multi- und Omnichannel-Management in Banken und …
,
(pp. 333-347)
.
2015
Persistent link: https://www.econbiz.de/10011305199
Saved in:
53
The power of pride : antecedents and consequences of pride among frontline employees
Krämer, Tobias
-
2015
Persistent link: https://www.econbiz.de/10011312793
Saved in:
54
Customer service work and the aesthetics of resistance
Barnes, Alison
- In:
Advances in industrial and labor relations
19
(
2012
),
pp. 161-179
Persistent link: https://www.econbiz.de/10009746041
Saved in:
55
Externe Call Center Agents als Luxusmarkenbotschafter am Telefon und in Sozialen Netzwerken
König, Verena
- In:
Identitätsbasierte Luxusmarkenführung : Grundlagen - …
,
(pp. 259-276)
.
2012
Persistent link: https://www.econbiz.de/10009690080
Saved in:
56
Customer satisfaction with call centre care : an explanatory empirical study of service encounters in Germany
Gerpott, Torsten J.
- In:
International journal of services and operations management
13
(
2012
)
4
,
pp. 525-553
Persistent link: https://www.econbiz.de/10009670773
Saved in:
57
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:
58
The voice-to-technology (V2T) encounter and the call centre servicescape : navigation, spatiality and movement
Ellway, Benjamin P. W.
- In:
Journal of service management
25
(
2014
)
3
,
pp. 349-368
Persistent link: https://www.econbiz.de/10010384973
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59
Measuring workflow knowledge-base effectiveness for an in-house banking customer service call center
Karakerezis, Angelos
;
Nakos, Konstantinos
- In:
Computational techniques for banking and risk management
,
(pp. 115-126)
.
2013
Persistent link: https://www.econbiz.de/10010198993
Saved in:
60
Three dimensions of service recovery : examining relationship and impact
Kumar, Maneesh
;
Kumar, Niraj
- In:
Supply chain management : an international journal
21
(
2016
)
2
,
pp. 273-286
Persistent link: https://www.econbiz.de/10011544928
Saved in:
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