# Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

> Research article (Manufacturing & Service Operations Management, 2020) · cited 49× · AI/ML

**Wikidata**: [openalex:W3110848122](https://www.wikidata.org/wiki/openalex:W3110848122)  
**Source**: https://4ort.xyz/entity/do-customer-emotions-affect-agent-speed-an-empirical-study-of-emotional-load-in-online-customer-contact-centers