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Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment
9 references·0 citing·46 second hop
Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment (2006)Development of Fuzzy Expert System for Cu…The effect of alliance experience and intellectual capital on the value creation of international strategic alliances (2006)The effect of alliance experi…The effects of salesperson mood, shopper behavior, and store type on customer service (2003)The effects of salesperson mo…Design and development of a fuzzy expert system for hotel selection (2003)Design and development of a f…Beyond valence in customer dissatisfaction (2002)Beyond valence in customer di…An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction (2002)An empirical assessment of th…Data mining using fuzzy theory for customer relationship management (2001)Data mining using fuzzy theor…Sources of Customer Satisfaction and Dissatisfaction with Information Technology Help Desks (1998)Sources of Customer Satisfact…The influence of salesperson selling behaviors on customer satisfaction with products (1997)The influence of salesperson …The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Issues and Advances in Segmentation Research (1978)Market Segmentation: Conceptual and Methodological Foundations (1997)Building Data Mining Applications for CRM (1999)Emotion And Adaptation (1991)The Behavioral Consequences of Service Quality (1996)The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions (2004)A Theory of Regret Regulation 1.0 (2007)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Satisfaction: a behavioral perspective on the consumer (2010)Systems Development in Information Systems Research (1990)An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)Innovation behavior in the hotel industry (2007)The effect of innovation on hotel market value (2012)A multi-criteria decision-making model for hotel selection with linguistic distribution assessments (2017)Response Determinants in Satisfaction Judgments (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Handbook of Social Cognition (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Critical Incident Technique in Service Research (2004)Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines (2007)Information Technology Help Desk Survey: To Identify the Classification of Simple and Routine Enquiries (2007)An Investigation into the Determinants of Customer Satisfaction (1982)Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement (1983)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)The Norm of Reciprocity: A Preliminary Statement (1960)A National Customer Satisfaction Barometer: The Swedish Experience (1992)HOW MUCH DO HIGH‐PERFORMANCE WORK PRACTICES MATTER? A META‐ANALYSIS OF THEIR EFFECTS ON ORGANIZATIONAL PERFORMANCE (2006)An extended model of the antecedents and consequences of consumer satisfaction for hospitality services (2008)Rapport-Building Behaviors Used by Retail Employees (2008)Social Capital in the Creation of Human Capital (1988)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Dynamic capabilities and strategic management (1997)Concern for Information Privacy and Online Consumer Purchasing (2006)Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach1 (2008)Towards ‘An Intellectual Capital-Based View of the Firm’: Origins and Nature (2010)Estimating Nonresponse Bias in Mail Surveys (1977)Social Learning Theory. (1978)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)
this work references cited by second hop

References

  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,925 cited
  • 2002Beyond valence in customer dissatisfaction853 cited
  • 1997The influence of salesperson selling behaviors on customer satisfaction with products382 cited
  • 2006The effect of alliance experience and intellectual capital on the value creation of international strategic alliances230 cited
  • 2002An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction226 cited
  • 2003Design and development of a fuzzy expert system for hotel selection98 cited
  • 1998Sources of Customer Satisfaction and Dissatisfaction with Information Technology Help Desks36 cited
  • 2003The effects of salesperson mood, shopper behavior, and store type on customer service21 cited
  • 2001Data mining using fuzzy theory for customer relationship management10 cited

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