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IT-Enabled Role Playing in Service Encounter: Design a Customer Emotion Management System in Call Centers

Yiting Guo, Yilin Li, Qiang Wei, Sean Xin Xu. IT-Enabled Role Playing in Service Encounter: Design a Customer Emotion Management System in Call Centers. In Yong Jin Kim, Ritu Agarwal, Jae Kyu Lee, editors, Proceedings of the International Conference on Information Systems - Transforming Society with Digital Innovation, ICIS 2017, Seoul, South Korea, December 10-13, 2017. Association for Information Systems, 2017. [doi]

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