Closing the gap between perceived and actual waiting times in a call center: Results from a field study

Journal of Services Marketing

Volumn 23, Issue 5, 2009, Pages 279-288

  Mukherjee, Avinandan ^a   Malhotra, Neeru ^a   Whiting, Anita ^a   Donthu, Naveen ^a  

^a CLAYTON STATE UNIVERSITY   (United States)

Author keywords

Call centres; Estimation; Individual perception; Operating times

Indexed keywords

EID: 70349622941     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040910973396     Document Type: Article

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