@unpublished{astashkina:hal-02895973, TITLE = {{Impact of Workforce Flexibility on Customer Satisfaction: Empirical Framework \& Evidence from a Cleaning Services Platform}}, AUTHOR = {Astashkina, Ekaterina and Momot, Ruslan and Salikhov, Marat}, URL = {https://hec.hal.science/hal-02895973}, NOTE = {working paper or preprint}, HAL_LOCAL_REFERENCE = {MOSI-2018-1313}, YEAR = {2018}, MONTH = Oct, DOI = {10.2139/ssrn.3260826}, KEYWORDS = {workforce flexibility ; decentralization ; customer satisfaction ; service operations ; labor management ; labor platforms ; customer relationship management ; business analytics}, HAL_ID = {hal-02895973}, HAL_VERSION = {v1}, }