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Keywords: Service interaction
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Journal Articles
Journal of Service Theory and Practice (2024) 34 (4): 543–570.
Published: 09 February 2024
... service interactions (Holmqvist et al., 2017). Studies have explored aspects including common language patterns (Blue and Harun, 2003 ; Scerri et al., 2017), language scripting informed by role and script theory (Victorino et al., 2013), empathy in conversation (Zamanillo...
Journal Articles
Journal of Service Theory and Practice (2021) 31 (6): 950–973.
Published: 21 September 2021
... strategies by utilizing ASR, NLP and vocal emotion analyses. Financial services Debt collection calls Service interaction Vocal emotion Survival analysis Underlying mechanism Consumer finance provides a substantial amount of revenue for financial institutions (Liu, 2020). However...
Includes: Supplementary data
