Why customer service frustrates consumers : using a tiered organizational structure to exploit hassle costs
Anthony Dukes, Yi Zhu
| Year of publication: |
2019
|
|---|---|
| Authors: | Dukes, Anthony ; Zhu, Yi |
| Published in: |
Marketing science. - Catonsville, MD : INFORMS, ISSN 0732-2399, ZDB-ID 883054-X. - Vol. 38.2019, 3, p. 500-515
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| Subject: | hassle costs | consumer service organization | customer complaints | organizational structure | sequential search model | Organisationsstruktur | Organizational structure | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1287/mksc.2019.1149 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012038424