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- W3025785673 abstract "This paper presents the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty showing that callers predominantly report frustration arising from negative experiences in the encounter." @default.
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- W3025785673 date "2017-01-01" @default.
- W3025785673 modified "2023-09-27" @default.
- W3025785673 title "Call centers: is there an upside to the dissatisfied customer experience?" @default.
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