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79
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91
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
Saved in:
92
Customer service at independent retail food chains in Kwazulu-Natal
Tlapana, Tshepo
- In:
Expert journal of marketing
8
(
2020
)
2
,
pp. 89-98
Persistent link: https://www.econbiz.de/10012613043
Saved in:
93
The prediction of online shopping consumers' attitude based on certain statements of consumer and marketing factors with reference to post graduate students in Coimbatore City
Rajendrakumar, R.
- In:
International journal of business information systems : …
39
(
2022
)
4
,
pp. 472-496
Persistent link: https://www.econbiz.de/10013198456
Saved in:
94
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
Saved in:
95
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
Saved in:
96
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
Saved in:
97
A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan
;
Antonetti, Paolo
;
Whitty, Steve
- In:
California management review
59
(
2017
)
2
,
pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
Saved in:
98
(I’m) happy to help (you) : the impact of personal pronoun use in customer-firm interactions
Packard, Grant
;
Moore, Sarah G.
;
McFerran, Brent
- In:
Journal of marketing research : JMR
55
(
2018
)
4
,
pp. 541-555
Persistent link: https://www.econbiz.de/10011912731
Saved in:
99
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
Saved in:
100
Handling consumer messages on social networking sites : customer service or privacy infringement?
Demmers, Joris
;
Dolen, Willemijn M. van
;
Weltevreden, …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
1
,
pp. 8-35
Persistent link: https://www.econbiz.de/10011848488
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