Sage Journals: Discover world-class research

Free access

Research article

First published 2002-11

An Agent-Based Architecture for Customer Services Management and Product Search

Thomas Heiberg, Mihhail Matskin, Jøran Pedersen

Informatica: An International Journal of Computing and Informatics

Open access

Research article

First published 2023-11

Understanding the Navigation Experience: Do Virtual Customer Service Agents Make a Difference?

Ana Maria Soares, José Carlos Pinho, António Alves

Journal of Creative Communications

Retricted access

Research article

First published 2022-3

Platform Exploitation: When Service Agents Defect with Customers from Online Service Platforms

Qiang (Kris) Zhou, B.J. Allen, Richard T. Gretz [...]

Journal of Marketing

Retricted access

Research article

First published 2025-12

Unveiling the Human Touch: Enhancing Customer Satisfaction Through Personal Profiles of Social Media Customer Service Agents

Huai-Tzu Cheng, Yang Pan, Rudy Hirschheim

Production and Operations Management

Retricted access

Research article

First published 2019-04

Service Center Staffing with Cross‐Trained Agents and Heterogeneous Customers

Elvin Coban, Aliza Heching, Alan Scheller‐Wolf

Production and Operations Management

Retricted access

Research article

First published 2011-3

Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment

Clemens F. Köhler, Andrew J. Rohm, Ko de Ruyter [...]

Journal of Marketing

Retricted access

Research article

First published 2011-5

Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude

Nita Umashankar, Raji Srinivasan, Dustin Hindman

Journal of Service Research

Retricted access

Research article

First published 2013-1

Comparing Human-to-Human and Human-to-AEA Communication in Service Encounters

Nicklas Salomonson, Jens Allwood, Mikael Lind [...]

International Journal of Business Communication

Retricted access

Research article

First published 2000-5

The identification of inbound call center agents’ competencies that are related to callers’ repurchase intentions

Manuel C.F. Pontes, Colleen O'Brien Kelly

Journal of Interactive Marketing

Retricted access

Research article

First published 2025-10

Algorithmic Supervisor and Employee Performance

Wei Gu, Meng Li, Shichen Zhang

Production and Operations Management

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