Do customer emotions affect agent speed? An empirical study of emotional load in online customer contact centers

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.

(January 01, 2021): 854-875. doi:

10.1287/msom.2020.0897

Do customer emotions affect agent speed? An empirical study of emotional load in online customer contact centers

Full Citation

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