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Sequential customer experiences leading to continuance intention in the mobile telecom industry: from contract to call center.
Hyeon Jo
Published in:
Telecommun. Syst. (2024)
Keyphrases
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call center
customer relationship management
service level
mobile devices
arrival rate
service quality
continuance intention
customer service
customer support
queue length
supply chain
mobile phone
customer classes
mobile applications
agent technology
customer satisfaction
service times
online gaming
mobile users