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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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Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
Rychalski, Aude; Hudson, Sarah - In: Journal of business research : JBR 71 (2017), pp. 84-91
Persistent link: https://www.econbiz.de/10011622501
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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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The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions
Boisvert, Jean; Khan, M. Sajid - In: Journal of strategic marketing 31 (2023) 1, pp. 37-57
Persistent link: https://www.econbiz.de/10014302707
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Customer responses to the CSR of banking companies
Pérez, Andrea; Rodríguez del Bosque, Ignacio A. - In: The journal of product & brand management 24 (2015) 5, pp. 481-493
Persistent link: https://www.econbiz.de/10011443026
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An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction
Pérez, Andrea; Rodríguez del Bosque, Ignacio A. - In: Journal of business ethics : JOBE 129 (2015) 3, pp. 571-584
Persistent link: https://www.econbiz.de/10011295309
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Social servicescape effects on post-consumption behavior : the moderating effect of positive emotions in opera-goers
Tubillejas Andrés, Berta; Cervera-Taulet, Amparo; … - In: Journal of service theory and practice : JSTP 26 (2016) 5, pp. 559-589
Persistent link: https://www.econbiz.de/10011599093
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Feeling emotions in the public performing arts sector : does gender affect?
Tubillejas-Andrés, Berta; Cervera-Taulet, Amparo; … - In: International review on public and non-profit marketing 16 (2019) 1, pp. 1-22
Persistent link: https://www.econbiz.de/10012129539
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Call centers: is there an upside to the dissatisfied customer experience?
Hudson, Sarah; González-Gómez, Helena V.; Rychalski, Aude - In: Journal of Business Strategy 38 (2017) 1, pp. 39-46
urgency, reduced customer control and uncertainty underlie this emotional experience. Triggers include assessments of … provides insights into how to manage customer emotions effectively. Originality/value Customer satisfaction and loyalty in …Purpose This paper aims to present the triggers of negative customer emotions during a call center encounter and the …
Persistent link: https://www.econbiz.de/10014846931