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| Author: | Unzicker, D. K. |
| Title: | The psychology of being put on hold: An exploratory study of service quality |
| Journal: | Psychology and Marketing
1999 : JUL, VOL. 16:4, p. 327-350 |
| Index terms: | Customers Consumer satisfaction Service Quality |
| Language: | eng |
| Abstract: | Customer satisfaction is one of the most important business objectives of the 1990s. One crucial element identified is satisfaction to quality. In the service sector, the objective is manifested as service quality. The article explores the specific phenomenon of being placed on hold while calling and how this affects the consumers' perceptions of service quality. |
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