Concepedia

Colin Mackinnon Clark

CM

Statistics

Publications

2

Citations

61

H-Index

2

Active since

2012

Affiliations

University of Michigan(Current)

UNSW Sydney

Nanyang Technological University

Colin Mackinnon Clark is an author at University of Michigan specializing in empathy, customer service, and human communication.

Top concepts

Publications per year

2012–2018

2

Publications

2

Is Empathy Effective for Customer Service? Evidence From Call Center Interactions

Colin Mackinnon Clark, Ulrike Marianne Murfett, Priscilla S. Rogers et al. · Journal of Business and Technical Communication · 2012 · 46 citations

, , +28

The Call Center Agent’s Performance Paradox: A Mixed-Methods Study of Discourse Strategies and Paradox Resolution

Colin Mackinnon Clark, Mei Tan, Ulrike Marianne Murfett et al. · Academy of Management Discoveries · 2018 · 15 citations

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