Waiting in Vain: Managing Time and Customer Satisfaction at Call Centers

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Psychology

ISSN Print: 2152-7180
ISSN Online: 2152-7199
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"Waiting in Vain: Managing Time and Customer Satisfaction at Call Centers"
written by Danilo Garcia, Trevor Archer, Saleh Moradi, Bibinaz Ghiabi,
published by Psychology, Vol.3 No.2, 2012

has been cited by the following article(s):

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CrossRef

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[6]	Prediction of waiting time for entities in independent and merged queues using Markov chain and machine learning techniques
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[8]	Clients' Experiences of Service Delivery at the Department of Social Welfare (DSW) in the Ashanti Region of Ghana
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[9]	Electronic Queue Management System Capability and Customer Satisfaction in Selected Commercial Banks in Nairobi City County, Kenya
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[10]	Innovative Scenarios to Improve Service Quality
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[11]	Exploring the influence of the human factor on customer satisfaction in call centres
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[12]	Waiting lines: A designing of a mobile self–checkout service for grocery stores
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[13]	Customer satisfaction and its measurement in Islamic banking sector: a revisit and update
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[14]	BRQ
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[15]	A SIMULATION-BASED DEA FRAMEWORK TO IMPROVE CUSTOMER'S WAITING TIME AT VEHICLE INSPECTION CENTRE
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[16]	Increasing reliability and productivity in hypermarkets by queuing theory analysis and a smart shopping cart-based system
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[17]	Benefits of Customer Relationship Management on Customer Satisfaction: An Empirical Study
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[18]	Benefits of Customer Relationship Management on Customer Satisfaction
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[19]	网络购物感知等待时间消极影响机理研究——订单处理时间 vs. 商品配送时间
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[21]	The service-profit chain in call centre services
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[23]	The productive and happy agent: performance and positive emotions at call centres
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[29]	The impact of impatience on customer loyalty and satisfaction
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[30]	Service operation process optimization research in an outlet of Zhongtong express
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[31]	Exercise, character strengths, well-being, and learning climate in the prediction of performance over a 6-month period at a call center
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[34]	To schedule or not to schedule? Agentic and cooperative teams at call centers
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[35]	Pengaruh Waktu Tunggu terhadap Wait Satisfaction Pasien di Instalasi Rawat Jalan RSAL dr. Ramelan
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[40]	Business Intelligence In Call Centers
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[45]	When Reaching Our Potential Predicts Low Values: A Longitudinal Study about Performance and Organizational Values at Call Centres
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[1]	Exploring the upside of waiting: The positive effects of waiting as a cue to brand popularity International Journal of Hospitality Management, 2024 DOI:10.1016/j.ijhm.2024.103691

[2]	Customer satisfaction and its measurement in Islamic banking sector: a revisit and update Journal of Islamic Marketing, 2019 DOI:10.1108/JIMA-07-2017-0080

[3]	Emerging Technologies in Data Mining and Information Security Advances in Intelligent Systems and Computing, 2019 DOI:10.1007/978-981-13-1501-5_33

[4]	Exploring the influence of the human factor on customer satisfaction in call centres BRQ Business Research Quarterly, 2018 DOI:10.1016/j.brq.2018.08.004

[5]	Digital Marketing and Consumer Engagement 2018 DOI:10.4018/978-1-5225-5187-4.ch077

[6]	Innovative Scenarios to Improve Service Quality 2018 International Conference on Computational Science and Computational Intelligence (CSCI), 2018 DOI:10.1109/CSCI46756.2018.00040

[7]	Enterprise Information Systems and the Digitalization of Business Functions Advances in Business Information Systems and Analytics, 2017 DOI:10.4018/978-1-5225-2382-6.ch013

[8]	The service-profit chain in call centre services Journal of Service Theory and Practice, 2016 DOI:10.1108/JSTP-10-2014-0243

[9]	Game Theoretic Analysis of Congestion, Safety and Security Springer Series in Reliability Engineering, 2015 DOI:10.1007/978-3-319-13009-5_9

[10]	Game Theoretic Analysis of Congestion, Safety and Security Springer Series in Reliability Engineering, 2015 DOI:10.1007/978-3-319-13009-5_9

[11]	Marketing and Consumer Behavior 2015 DOI:10.4018/978-1-4666-7357-1.ch062

[12]	Exercise, character strengths, well-being, and learning climate in the prediction of performance over a 6-month period at a call center Frontiers in Psychology, 2014 DOI:10.3389/fpsyg.2014.00497

[13]	To schedule or not to schedule? Agentic and cooperative teams at call centers Frontiers in Psychology, 2014 DOI:10.3389/fpsyg.2014.00999

[14]	Service operation process optimization research in an outlet of Zhongtong express 2014 11th International Conference on Service Systems and Service Management (ICSSSM), 2014 DOI:10.1109/ICSSSM.2014.6943343

[15]	A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction International Journal of Enterprise Information Systems, 2014 DOI:10.4018/ijeis.2014010102

[16]	Wait for Service and Customer Specific Service Outcomes: A Meta-Analysis SSRN Electronic Journal, 2013 DOI:10.2139/ssrn.2259403

[17]	Kundenzufriedenheit mit der Betreuung durch Call Center – Eine erklärende empirische Studie der markt, 2012 DOI:10.1007/s12642-012-0082-2

[18]	When Reaching Our Potential Predicts Low Values: A Longitudinal Study about Performance and Organizational Values at Call Centres Journal of Service Science and Management, 2012 DOI:10.4236/jssm.2012.54037

Follow SCIRP

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	customer@scirp.org
	+86 18163351462(WhatsApp)
	1655362766

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