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Call centers: is there an upside to the dissatisfied customer experience?
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Call centers: is there an upside to the dissatisfied customer experience? (2017)Call centers: is there an upside to the d…Toyota in crisis: denial and mismanagement (2011)Toyota in crisis: denial and …The service‐enabled customer experience: a jump‐start to competitive advantage (2011)The service‐enabled customer …Call centres: A decade of research (2008)Call centres: A decade of res…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Causes and consequences of emotions on consumer behaviour (2007)Causes and consequences of em…7 Emotion in Organizations (2007)7 Emotion in OrganizationsService quality in call centres: implications for customer loyalty (2002)Service quality in call centr…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Patterns of cognitive appraisal in emotion. (1985)Patterns of cognitive apprais…Emotion And Adaptation (1991)The Role of Emotions in Marketing (1999)Emotions that drive consumers away from brands: measuring negative emotions toward brands and their behavioral effects (2012)Stress: Appraisal and Coping (2013)Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions (2015)‘Fear of Missing Out’ (FOMO) marketing appeals: A conceptual model (2016)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Effect of a Market Orientation on Business Profitability (1990)The Behavioral Consequences of Service Quality (1996)Call centre management: is service quality a priority? (2001)Customer satisfaction and service quality measurement in Indian call centres (2008)Explaining why employee‐customer orientation influences customers' perceptions of the service encounter (2013)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)The measurement of experienced burnout (1981)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Forecasting: theory and practice (2022)The expression of the emotions in man and animals. (1872)The Principles of Psychology (1891)A circumplex model of affect. (1980)Emotional Intelligence (1990)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Core affect and the psychological construction of emotion. (2003)The Black Swan (1954)The Toyota way : 14 management principles from the world's greatest manufacturer (2004)Book Review: The World Is Flat: A Brief History of the Twenty-First Century by Thomas L. Friedman. New York: Farrar, Straus and Giroux, 2005 (2006)El concepto de estrategia como fundamento de la planeación estratégica (2013)Predicting voluntary turnover through human resources database analysis (2017)A contemporary perspective on the disaster management cycle (2020)Labor and Monopoly Capital (1974)Discipline and Punish: The Birth of the Prison (1978)Agency Theory: An Assessment and Review (1989)The psychological contract of call-centre workers: Employment conditions, satisfaction and civic virtue behaviours (2011)Re-embedding agency at the workplace scale: Workers and labour control in Glasgow call centres (2016)Exploring employee retention and intention to leave within a call centre (2018)A theory of human motivation. (1943)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)An Interpersonal Approach to Emotion in Social Decision Making (2010)Creative Synthesis: Exploring the Process of Extraordinary Group Creativity (2014)The bright side of emotional labor (2015)Online social networks as an enabler of innovation in organizations (2015)Rethinking E-Commerce Service Quality: Does Website Quality Still Suffice? (2015)Where is customer experience (CX) research heading? A personal commentary (2022)
this work references cited by second hop

References

  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 1985Patterns of cognitive appraisal in emotion.4,061 cited
  • 20077 Emotion in Organizations1,035 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2007Causes and consequences of emotions on consumer behaviour600 cited
  • 2008Call centres: A decade of research142 cited
  • 2002Service quality in call centres: implications for customer loyalty112 cited
  • 2011The service‐enabled customer experience: a jump‐start to competitive advantage41 cited
  • 2011Toyota in crisis: denial and mismanagement37 cited

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