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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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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
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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
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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
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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
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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
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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
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(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
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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
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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