search query: @author Tom, G. / total: 4
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3.
Your Life on Hold: The Effect of Telephone Waiting Time on Customer Perception
Journal of Direct Marketing
1997 : SUMMER, VOL. 11:3, p. 25-31
 1997 Tom, G.
Burns, M.
Zeng, Y.
4.
Waiting time delays and customer satisfaction in supermarkets
Journal of Services Marketing
1995 : VOL. 9:5, p. 20-29
 1995 Tom, G.
Lucey, S.
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