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Publications by Jamie Lywood

Customer Experience and Profitability: An Application of the Empathy Rating Index (ERIC) in UK Call Centres

Journal of Database Marketing & Customer Strategy Management

English

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Customer Segments Based on Customer Account Profitability

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Digital Banking, Customer Experience and Bank Financial Performance: UK Customers’ Perceptions

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Is the Empathy and Clarity Rating Scale a Way to Assess Empathy in Realistic Clinical Encounters?

Medical Education Online

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Business Lending and Bank Profitability in the UK

Studies in Economics and Finance

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Co-Creating Customer Experience Through Call Centre Interaction: Interactional Achievement and Professional Face

Journal of Politeness Research

Social Psychology

Cultural Studies

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Developing the Social Empathy Index: An Exploratory Factor Analysis

Advances in Social Work

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Measuring Customer Profitability: The Applicability of Different Concepts in Practice

Ekonomika preduzeca

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Effective Options for Determining Customer Profitability

International conference KNOWLEDGE-BASED ORGANIZATION

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Comparing the Productivity of Norwegian and Some Nordic and UK Container Ports an Application of Malmquist Productivity Index

International Journal of Shipping and Transport Logistics

International Management

Management Science

Management of Technology

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English