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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

Customer participation variation and its impact on customer service performance : underlying process and boundary conditions

Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima - In: Journal of service research 23 (2020) 3, pp. 299-320

Persistent link: https://www.econbiz.de/10012265762

How concrete language shapes customer satisfaction

Packard, Grant; Berger, Jonah - In: Journal of consumer research : JCR ; an … 47 (2021) 5, pp. 787-806

Persistent link: https://www.econbiz.de/10012434461

Customer service in a marketing and logistics approach

Buła, Piotr; Kozieł, Paulina - In: The future of management: entrepreneurship, change and …, (pp. 233-244). 2019

Persistent link: https://www.econbiz.de/10012698758

Engaging the avatar : the effects of authenticity signals during chat-based service recoveries

Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716

Persistent link: https://www.econbiz.de/10013185032

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720