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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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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
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Linking error management practices with call center employees' helping behaviors and service recovery performance
Afsar, Bilal; Ali, Zeeshan; Mir, Dost; Safdar, Umar - In: Pakistan journal of commerce and social sciences 11 (2017) 1, pp. 185-205
Organizations wish to minimize the probability of service errors; however, complete elimination of service errors is not possible, especially in industries where human interactions are frequent. Particularly, the ways in which various sources of support may affect service recovery behaviors and...
Persistent link: https://www.econbiz.de/10011930260
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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
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When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Management information systems : mis quarterly 42 (2018) 2, pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
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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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A simplified lean method to capture customer voice
Teehan, Robert; Tucker, Walter - In: International journal of quality and service sciences 2 (2010) 2, pp. 175-188
Persistent link: https://www.econbiz.de/10003996738
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Improving customer complaint management by automatic email classification using linguistic style features as predictors
Coussement, Kristof; Van den Poel, Dirk - In: Decision support systems : DSS ; the international journal 44 (2007/08) 4, pp. 870-882
Persistent link: https://www.econbiz.de/10003670799