To wait or not to wait: Effect of Apologies and Explanations on Customer Call Abandonment.

Publication: Scientific journal › Journal article › peer-review

Original language	English
Pages (from-to)	851-872
Journal	The Service Industries Journal
Volume	44
Issue number	11-12
Early online date	2022
DOIs	https://doi.org/10.1080/02642069.2022.2092614
Publication status	Published - 2024

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@article{fde7947c206f4b4ab8ecbaf5adae6052,

title = "To wait or not to wait: Effect of Apologies and Explanations on Customer Call Abandonment.",

author = "Jintao Wu and Tong Wu and Hongbin Zhang and Schlegelmilch, \{Bodo B.\}",

year = "2024",

doi = "10.1080/02642069.2022.2092614",

language = "English",

volume = "44",

pages = "851--872",

journal = "The Service Industries Journal",

issn = "1743-9507",

publisher = "Taylor and Francis Ltd.",

number = "11-12",

}

TY - JOUR

T1 - To wait or not to wait: Effect of Apologies and Explanations on Customer Call Abandonment.

AU - Wu, Jintao

AU - Wu, Tong

AU - Zhang, Hongbin

AU - Schlegelmilch, Bodo B.

PY - 2024

Y1 - 2024

U2 - 10.1080/02642069.2022.2092614

DO - 10.1080/02642069.2022.2092614

M3 - Journal article

SN - 1743-9507

VL - 44

SP - 851

EP - 872

JO - The Service Industries Journal

JF - The Service Industries Journal

IS - 11-12

ER -