Security, efficiency, and customer service in calls to a financial services organization
by Erik Vinkhuyzen, Marilyn Whalen, Margaret Szymanski
Link
Reference:
Erik Vinkhuyzen, Marilyn Whalen, Margaret Szymanski, (2006), "Security, efficiency, and customer service in calls to a financial services organization", Revue Française de Linguistique Appliquée, vol. 11, no. 2, pp. 53-68.
Bibtex Entry:
@ARTICLE{Vinkhuyzen-etal2006,
  author = "Erik Vinkhuyzen, Marilyn Whalen and Margaret Szymanski", 
  keywords = "EMCA, Call openings, Service calls", 
  journal = "Revue Française de Linguistique Appliquée", 
  number = "2", 
  pages = "53-68", 
  title = "Security, efficiency, and customer service in calls to a financial services organization", 
  url = "http://www.cairn.info/revue-francaise-de-linguistique-appliquee-2006-2-page-53.htm", 
  volume = "11", 
  year = "2006", 
}