The most prevalent form of training call center agents is via classroom instruction coupled with role-plays. Role-play training has a theoretical base in behavior modeling that entails observation, practice, and feedback. Emerging simulation-based technologies offer enhancements to behavior...

While the expanding body of attribute framing literature provides keen insights into individual judgments and evaluations, a lack of theoretical perspective inhibits scholars from more fully extending research foci beyond a relatively straightforward examination of message content. The current...

This article presents the results of a meta-analysis of empirical findings associated with the relationship between objective knowledge (OK; i.e., accurate stored information that consumers possess) and subjective knowledge (SK; i.e., consumers' perceptions of their own knowledge). Results of...