Operational determinants of caller satisfaction in the call center
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Bibliographic InfoPaper provided by Maastricht University in its series Open Access publications from Maastricht University with number urn:nbn:nl:ui:27-5930.
Date of creation: 2000
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Publication status: Published in International journal of service industry management (2000) v.11, p.131-141
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- Verhoef, P.C. & Antonides, G. & Hoog, A.N. de, 2002. "Service Processes as a Sequence of Events," Research Paper ERS-2002-105-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus Uni.
- Wiertz, Caroline & de Ruyter, Ko & Keen, Cherie & Streukens, Sandra, 2004. "Cooperating for service excellence in multichannel service systems: An empirical assessment," Journal of Business Research, Elsevier, vol. 57(4), pages 424-436, April.
- Wiertz,Caroline & Ruyter,Ko,de & Streukens,Sandra, 2003. "Cooperating For Service Excellence In Multi-Channel Service Systems: An Empirical Assessment," Research Memoranda 037, Maastricht : METEOR, Maastricht Research School of Economics of Technology and Organization.
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