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Why customer service frustrates consumers: Using a tiered organizational structure to exploit hassle costs
Anthony Dukes,
Yi Zhu
Research output
:
Contribution to journal
›
Article
›
peer-review
10
Scopus citations
Overview
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Dive into the research topics of 'Why customer service frustrates consumers: Using a tiered organizational structure to exploit hassle costs'. Together they form a unique fingerprint.
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Business & Economics
Customer Service
100%
Service Organization
62%
Organizational Structure
54%
Screening
42%
Managers
40%
Costs
24%
Call Centres
24%
Cost Control
22%
Operator
19%
Authority
13%