"Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional ..."

Daniel Altman et al. (2021)

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DOI: 10.1287/MSOM.2020.0897

access: closed

type: Journal Article

metadata version: 2021-09-16

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  - journals/msom/AltmanYOAR21
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  - https://dblp.org/rec/journals/msom/AltmanYOAR21
Daniel Altman, Galit B. Yom-Tov, Marcelo Olivares, Shelly Ashtar, Anat Rafaeli:
Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers. Manuf. Serv. Oper. Manag. 23(4): 854-875 (2021)

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