Closing the gap between perceived and actual waiting times in a call center: results from a field study
| Year of publication: |
2009
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|---|---|
| Authors: | Whiting, Anita ; Donthu, Naveen |
| Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 0887-6045, ZDB-ID 10271405. - Vol. 23.2009, 5, p. 279-288
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