search query: @author Tom, G. / total: 4
reference: 3 / 4
| Author: | Tom, G. Burns, M. Zeng, Y. |
| Title: | Your Life on Hold: The Effect of Telephone Waiting Time on Customer Perception |
| Journal: | Journal of Direct Marketing
1997 : SUMMER, VOL. 11:3, p. 25-31 |
| Index terms: | CUSTOMERS TELEPHONE EQUIPMENT INDUSTRY CONSUMER SATISFACTION |
| Language: | eng |
| Abstract: | Customer phone contact with companies is a service encounter that may turn out to be a liability if customers perceive their time on hold as too long or unenjoyable. This is a report of two studies that demonstrated that different waiting conditions (silence, music, or choice of listening alternatives) affected customer-perceived waiting time and customer perception/satisfaction with the company. |
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