Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers - researchr publication authors

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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. Manufacturing & Service Operations Management, 23(4):854-875, 2021. [doi]

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