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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
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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
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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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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
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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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Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin - In: International journal of operations & production … 36 (2016) 4, pp. 408-428
Persistent link: https://www.econbiz.de/10011565373
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Routing and staffing in customer service chat systems with impatient customers
Tezcan, Tolga; Zhang, Jiheng - In: Operations research 62 (2014) 4, pp. 943-956
Persistent link: https://www.econbiz.de/10010403097
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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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Helden im Callcenter
Mahler, Nicolas; Niemeyer, Gero; Fischer, Nils - In: Harvard-Business-Manager : das Wissen der Besten 36 (2014) 9, pp. 64-71
Persistent link: https://www.econbiz.de/10010392072
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Der gute Draht zum Kunden
Belz, Christian; Schagen, Alexander - In: Harvard-Business-Manager : das Wissen der Besten 35 (2013) 1, pp. 8-11
Persistent link: https://www.econbiz.de/10009679446