Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres-Reference-Cited by-同舟云学术

Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres

Published:2020-03 Issue:1 Volume:12 Page:26-42
ISSN:2164-3962
Container-title:Service Science
language:en
Short-container-title:Service Science

Author:

Fernández-Sabiote Estela¹^ORCID,López-López Inés²^ORCID

Affiliation:

1. Faculty of Business and Law, School of Management, and Department of Marketing, Enterprise, and Tourism, Anglia Ruskin University, Cambridge CB1 1PT, United Kingdom;

2. School of Business and Economics, Universidad de Murcia, 30100 Murcia, Spain

Publisher

Institute for Operations Research and the Management Sciences (INFORMS)

Subject

Marketing,Management Science and Operations Research,Modeling and Simulation,Business and International Management

Reference90 articles.

1. The mediating effects of first call resolution on call centers’ performance

2. Regulating Risk or Risking Regulation? Construal Levels and Depletion Effects in the Processing of Health Messages

3. Uniting the Tribes of Fluency to Form a Metacognitive Nation

4. Overcoming intuition: Metacognitive difficulty activates analytic reasoning.

5. Modeling Daily Arrivals to a Telephone Call Center

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