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Keywords: Frustration
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Journal Articles
Journal:
Journal of Business Strategy
Journal of Business Strategy (2017) 38 (1): 39–46.
Published: 16 January 2017
.... Design/methodology/approach This paper uses exploratory research consisting of 33 focus groups with 121 narratives of a call center encounter. Findings Callers predominantly report frustration as the emotion arising from negative experiences in a call center encounter. Goal urgency, reduced customer...
