Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre
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DOI: 10.22610/jebs.v11i2(J).2820
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References listed on IDEAS
- Gorry, G. Anthony & Westbrook, Robert A., 2011. "Once more, with feeling: Empathy and technology in customer care," Business Horizons, Elsevier, vol. 54(2), pages 125-134, March.
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- Viswanath Venkatesh & Ritu Agarwal, 2006. "Turning Visitors into Customers: A Usability-Centric Perspective on Purchase Behavior in Electronic Channels," Management Science, INFORMS, vol. 52(3), pages 367-382, March.
- Gorry, G. Anthony & Westbrook, Robert A., 2011. "Once more, with feeling: Empathy and technology in customer care," Business Horizons, Elsevier, vol. 54(2), pages 125-134.
- Mattila, Anna S. & Cho, Wonae & Ro, Heejung (Cheyenne), 2011. "The role of self-service technologies in restoring justice," Journal of Business Research, Elsevier, vol. 64(4), pages 348-355, April.
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