Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs

Tiered customer service organizations are common and their tiered structure can frustrate customers so that they seek lower levels of redress.

• 저널Marketing Science · 38(3) · 500–515
• 토픽Consumer Retail Behavior Studies · Marketing
• DOI10.1287/mksc.2019.1149
• 저자Anthony Dukes, Yi Zhu