Peevers, G.; McInnes, F.; Morton, H.; Matthews, A.; … - In: International Journal of Bank Marketing 27 (2009) 3, pp. 202-217
Purpose – The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective...