Young Song, University of Windsor

Research

Customer mistreatment Call centre representatives Cognitive demands Performance and productivity Artificial intelligence (AI)Self-regulation perspective Micro-mini break Experiencing sampling method (ESM)

Latest funding

Cognitive demands in call centres: How can AI technology help replenish cognitive resources to support service sector employees' productivity and performance?
SSHRC · 2023 · Principal investigator
$67,332

All 1 grants and awards

Cognitive demands in call centres: How can AI technology help replenish cognitive resources to support service sector employees' productivity and performance?

Principal investigatorSSHRC2023Insight Development Grant

Principal investigators: Song, Young Ho

Keywords: Customer mistreatment; Call centre representatives; Cognitive demands; Performance and productivity; Artificial intelligence (AI); Self-regulation perspective; Micro-mini break; Experiencing sampling method (ESM); Multi-level study design

$67,332

From CIHR, NSERC and SSHRC funding decisions: CIHR since 2008, NSERC since 1991 and SSHRC since 1998, including their latest published competition results.

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Applying for

Mention their SSHRC grant from 2023

Subject: Prospective PhD student: Customer mistreatment Dear Professor Song, My name is [your name], and I am a [your current degree or role] at [your institution]. I am applying for a PhD position starting in [term and year]. Your research on customer mistreatment connects closely to my own work on [your research topic]. [One or two sentences on what you did and what you learned.] I also saw your SSHRC-funded project "Cognitive demands in call centres: How can AI technology help replenish cognitive resources to support service sector employees' productivity and performance?" (2023), and I would be glad to contribute to work in that direction. Are you accepting new PhD students for [term and year]? I have attached my CV and transcripts, and I would be glad to talk at a time that suits you. Thank you for your time. Kind regards, [your name]