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Research article

First published 2013-4

Is Empathy Effective for Customer Service? Evidence From Call Center Interactions

Colin Mackinnon Clark, Ulrike Marianne Murfett, Priscilla S. Rogers [...]

Journal of Business and Technical Communication

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Research article

First published 2008-02

The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality

Anat Rafaeli, Lital Ziklik, Lorna Doucet

Journal of Service Research

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Research article

First published 2010-10

Analyzing the Genre Structure of Chinese Call-Center Communication

Xunfeng Xu, Yan Wang, Gail Forey [...]

Journal of Business and Technical Communication

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Research article

First published 2003-10

“Please Hold for the Next Available Agent:” The Effect of Hold Queue Content on Apparent Hold duration

Benjamin A. Knott, Theodore Pasquale, Jim Miller [...]

Proceedings of the Human Factors and Ergonomics Society Annual Meeting

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Research article

First published 2009-7

Technology,Selection,and Training in Call Centers

Inge Sieben, Andries De Grip, Jessica Longen [...]

ILR Review

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Research article

First published 2013-4

A simulation-based decision support system for workforce management in call centers

Asli Sencer, Birgul Basarir Ozel

SIMULATION

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Research article

First published 2023-11

‘Put me on to a male agent’: Emotional labor and performing gender in call centers

Ayşegül Akdemir

Current Sociology

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Research article

First published 2023-04

Voice‐based AI in call center customer service: A natural field experiment

Lingli Wang, Ni Huang, Yili Hong [...]

Production and Operations Management

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Research article

First published 2004-02

When Conscientiousness Isn’t Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives

L. A. Witt, Martha C. Andrews, Dawn S. Carlson

Journal of Management

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Other

First published 2011-7

Emotion Detectors,Answering Machines,and E-Unions: Multi-Surveillances in the Global Interactive Service Industry

Winifred R. Poster

American Behavioral Scientist

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