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Managing Voice-to-Voice Encounters
16 references·5 citing·44 second hop
Managing Voice-to-Voice Encounters (2006)Managing Voice-to-Voice EncountersAdvances in Consumer Research (2025)Advances in Consumer ResearchOperational determinants of caller satisfaction in the banking/financial services call center (2002)Operational determinants of c…The past, present and future of customer access centers (2000)The past, present and future …The influence of the musicscape within service environments (2000)The influence of the musicsca…Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study (2000)Customer expectation dimensio…British Psychological Society. (2000)British Psychological Society.Waiting for service: ten years of empirical research (1999)Waiting for service: ten year…How disconfirmation, perception and actual waiting times impact customer satisfaction (1998)How disconfirmation, percepti…The impact of music on consumers' reactions to waiting for services (1997)The impact of music on consum…What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation (1990)A Framework for Relating Wait…The psychological cost of waiting (1985)The psychological cost of wai…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Effects of Music in Advertising on Choice Behavior: A Classical Conditioning Approach (1982)The Effects of Music in Adver…Management of service operations (1979)Management of service operati…Emerging trends in global E-retailing: exploring the dark side of scan and go in-store technologies in consumer shopping journeys (2025)Emerging trends in global E-r…The psychology of frustration: Appraisals, outcomes, and service recovery (2021)The psychology of frustration…Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting (2020)Call me maybe: Methods and pr…Understanding how changes within service experiences impact prospective vs. retrospective time judgments (2014)Understanding how changes wit…Dynamic capacity adjustments with reactive customers (2012)Dynamic capacity adjustments …Motivation: theory and research (1964)Introduction to Operations Research (1968)Comparison of Bayesian and regression approaches to the study of information processing in judgment (1971)The Impact of Waiting Time Guarantees on Customers' Waiting Experiences (1997)Waiting for the Web: How Screen Color Affects Time Perception (2004)The Labor Illusion: How Operational Transparency Increases Perceived Value (2011)Zero defections: quality comes to services. (1990)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Examining satisfaction with the experience during a live chat service encounter-implications for website providers (2017)Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana (2019)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)An approach to environmental psychology (1974)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer perceptions of service quality attributes at sporting events (2001)The impact of servicescape on quality perception (2005)Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions (2006)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Guest Satisfaction and Restaurant Performance (2007)A Multifaceted Analysis of Tourism Satisfaction (2008)Why customers won't relate: Obstacles to relationship marketing engagement (2010)Understanding Attitudes and Predicting Social Behavior (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Measurement of tourist satisfaction with restaurant services: A segment-based approach (2003)Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)The Impact of Television Advertising: Learning Without Involvement (1965)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Elaboration Likelihood Model of Persuasion (1986)The Elaboration Likelihood Model of Persuasion (1986)Association learning of likes and dislikes: A review of 25 years of research on human evaluative conditioning. (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Operations as marketing: A competitive service strategy (1991)A combined AHP–GP model for quality control systems (2001)Differential effects of strain on two forms of work performance: individual employee sales and creativity (2001)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1982The Effects of Music in Advertising on Choice Behavior: A Classical Conditioning Approach803 cited
  • 1997The impact of music on consumers' reactions to waiting for services471 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
  • 1985The psychological cost of waiting246 cited
  • 1979Management of service operations231 cited
  • 1998How disconfirmation, perception and actual waiting times impact customer satisfaction223 cited
  • 1990A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation219 cited
  • 1999Waiting for service: ten years of empirical research173 cited
  • 2000Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study151 cited
  • 2000The influence of the musicscape within service environments141 cited
  • 2000The past, present and future of customer access centers141 cited
  • 2002Operational determinants of caller satisfaction in the banking/financial services call center

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78 cited
  • 2000British Psychological Society.28 cited
  • Cited by

    • 2020Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting53 cited
    • 2021The psychology of frustration: Appraisals, outcomes, and service recovery43 cited
    • 2014Understanding how changes within service experiences impact prospective vs. retrospective time judgments22 cited
    • 2012Dynamic capacity adjustments with reactive customers20 cited
    • 2025Emerging trends in global E-retailing: exploring the dark side of scan and go in-store technologies in consumer shopping journeys14 cited