Telephone Operations

Telephone Operations is a front office management function that encompasses the standardized procedures and communication protocols used in handling inbound and outbound guest calls, distinguished by its focus on ensuring timely, accurate, and courteous telephone-based service delivery within hospitality operations.

345

Publications

15.1K

Citations

609

Authors

227

Institutions

Publications per year

2017–2026

Parents

Front Office Management

Children

Business Telephone ProtocolComplaint Handling CallsCustomer Service CallsInbound Call ManagementMessage TakingProfessional Telephone CourtesyReservation CallsTelephone Communication SkillsTelephone ConfidentialityTelephone Manners

Publications

345

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

Management, Operations Management, Performance Management +17

CALL—past, present and future

Stephen Bax · System · 2003 · 789 citations

Management, Communication, Cognitive Psychology +7

America Calling: A Social History of the Telephone to 1940

Howard P. Segal, Claude S. Fischer · The Journal of Interdisciplinary History · 1994 · 668 citations

Humanities, History, Sociology +14

The role of the telephone in economic development

Andrew P. Hardy · Telecommunications Policy · 1980 · 471 citations

Social Sciences, Economic Development Planning, Economics +12

The Social Impact of the Telephone

Joel A. Tarr, Ithiel de Sola Pool · Journal of American History · 1978 · 382 citations

Social Sciences, Communication, Sociology +11

1–5 of 345

Authors

609

CS
Claude S. Fischer
University of California, Berkeley, United States
6 publications · 1.1K citations
6
h-index
HA
H. A. Affel
AT&T (United States), United States
4 publications · 60 citations
4
h-index
AH
A. H. Inglis
NTT (Japan), Japan
4 publications · 51 citations
4
h-index
BM
Bridger M. Mitchell
RAND Corporation, United States
4 publications · 127 citations
4
h-index
BG
Bancroft Gherardi
3 publications · 50 citations
3
h-index

1–5 of 609

Institutions

227

1–8 of 227

Venues

Bell System Technical Journal
BSTJ · 41 publications · 911 citations
18
h-index
Telecommunications Policy
20 publications · 1.3K citations
17
h-index
IEEE Communications Magazine
13 publications · 405 citations
12
h-index
Transactions of the American Institute of Electrical Engineers
11 publications · 177 citations
10
h-index
Information Economics and Policy
9 publications · 269 citations
9
h-index

1–5