To wait or not to wait : effect of apologies and explanations on customer call abandonment
Jintao Wu, Tong Wu, Hongbin Zhang and Bodo B. Schlegelmilch
| Year of publication: |
2024
|
|---|---|
| Authors: | Wu, Jintao ; Wu, Tong ; Zhang, Hongbin ; Schlegelmilch, Bodo B. |
| Subject: | apologies | attribution | controllability | explanations | service queue | Waiting-time fillers | Warteschlangentheorie | Queueing theory | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/02642069.2022.2092614 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015050134