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]
@article{AltmanYOAR21,
title = {Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers},
author = {Daniel Altman and Galit B. Yom-Tov and Marcelo Olivares and Shelly Ashtar and Anat Rafaeli},
year = {2021},
doi = {10.1287/msom.2020.0897},
url = {https://doi.org/10.1287/msom.2020.0897},
researchr = {https://researchr.org/publication/AltmanYOAR21},
cites = {0},
citedby = {0},
journal = {Manufacturing & Service Operations Management},
volume = {23},
number = {4},
pages = {854-875},
}