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
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|---|---|
| Authors: | Wu, Jintao ; Wu, Tong ; Zhang, Hongbin ; Schlegelmilch, Bodo B. |
| Published in: |
The service industries journal. - London : Frank Cass, ISSN 1743-9507, ZDB-ID 2067915-4. - Vol. 44.2024, 11/12, p. 851-872
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| 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 |
| 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