Papers by Jutta Stock

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Challenge:	Customer-oriented behaviour (COB) is often hindered by a lack of clarity in its definition and lack of robust analytical, categorization, and computational approaches.
Approach:	They propose a conceptual and empirical framework for customer-oriented behaviour in call centre interactions . they aim to identify facets of COB that positively impact on Customer Satisfaction .
Outcome:	The proposed framework improves our understanding of the dynamics shaping sales strategies in call centres and holds promise for practical applications in optimising customer-agent interactions.