@article{d571a3db0b5f431db407863ead5944be,
title = "Using AI to predict service agent stress from emotion patterns in service interactions",
keywords = "Customer service employees, Call center service interactions, Speech emotion recognition, Stress detection, Deep learning, Artificial intelligence, WORK STRESS, JOB-PERFORMANCE, MEDIATING ROLE, DISPLAY RULES, CALL CENTERS, EXHAUSTION, CUSTOMER, TECHNOLOGY, AGGRESSION, EMPLOYEES",
author = "Stefano Bromuri and Henkel, {Alexander P.} and Deniz Iren and Visara Urovi",
year = "2021",
month = jun,
day = "10",
doi = "10.1108/JOSM-06-2019-0163",
language = "English",
volume = "32",
pages = "581--611",
journal = "Journal of Service Management",
issn = "1757-5818",
publisher = "Emerald Group Publishing Ltd.",
number = "4",
}