Authors Marcelo Olivares , D. Altman, G.B Yom-Tov, V. Ashtar, and A. Rafaeli Format Journal Article Publication Date January 1, 2021 Journal Manufacturing & Service Operations Management Full Citation Olivares, Marcelo, D. Altman, G.B Yom-Tov, V. Ashtar, and A. Rafaeli. “Do customer emotions affect agent speed? An empirical study of emotional load in online customer contact centers.” Manufacturing & Service Operations Management vol. 23, no. 4 (January 01, 2021): 854-875. doi: 10.1287/msom.2020.0897
Full Citation Olivares, Marcelo, D. Altman, G.B Yom-Tov, V. Ashtar, and A. Rafaeli. “Do customer emotions affect agent speed? An empirical study of emotional load in online customer contact centers.” Manufacturing & Service Operations Management vol. 23, no. 4 (January 01, 2021): 854-875. doi: 10.1287/msom.2020.0897