Publikationen in Zusammenarbeit mit Forschern von Universitat Rovira i Virgili (2)

2019

  1. Exploring the influence of the human factor on customer satisfaction in call centres

    Business Research Quarterly, Vol. 22, Núm. 2, pp. 83-95

2016

  1. The service-profit chain in call centre services

    Journal of Service Theory and Practice, Vol. 26, Núm. 5, pp. 616-641