IT-Enabled Role Playing in Service Encounter: Design a Customer Emotion Management System in Call Centers.
Yiting GuoYilin LiQiang WeiSean Xin XuPublished in: ICIS (2017)
Keyphrases
- call center
- management system
- customer service
- role playing
- service quality
- service times
- heavy traffic
- asymptotically optimal
- service level
- customer satisfaction
- customer relationship management
- databases
- arrival rate
- electronic commerce
- queueing model
- human resources
- agent technology
- lead time
- future directions
- service providers
- service systems
- web services