58 citations · 123 across the 4 of their papers we have counts for
3 papers · 1 filter
The impact of virtual mirroring on customer satisfaction
P. Gloor, A. Fronzetti Colladon, G. Giacomelli +2
We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring commun…
Forecasting managerial turnover through e-mail based social network analysis
P. A. Gloor, A. Fronzetti Colladon, F. Grippa +1
In this study we propose a method based on e-mail social network analysis to compare the communication behavior of managers who voluntarily quit their job and managers who decide t…
Predicting Client Satisfaction through (E-Mail) Network Analysis: The Communication Score Card
Dirk Brunberg, Peter A. Gloor, Gianni Giacomelli
This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organizat…