Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs.
Anthony J. DukesYi ZhuPublished in: Mark. Sci. (2019)
Keyphrases
- customer service
- organizational structure
- customer behavior
- social network analysis
- customer satisfaction
- inventory control
- systems development
- social networks
- information flows
- business processes
- business environment
- development process
- organizational learning
- customer support
- total cost
- governmental organizations
- decision making
- information systems
- real world
- call center
- business process
- data model
- database systems
- web services