haku: @author Burns, M. / yhteensä: 1
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Tekijä: | Tom, G. Burns, M. Zeng, Y. |
Otsikko: | Your Life on Hold: The Effect of Telephone Waiting Time on Customer Perception |
Lehti: | Journal of Direct Marketing
1997 : SUMMER, VOL. 11:3, p. 25-31 |
Asiasana: | CUSTOMERS TELEPHONE EQUIPMENT INDUSTRY CONSUMER SATISFACTION |
Kieli: | eng |
Tiivistelmä: | 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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