Anthony J. Dukes, Yi Zhu. Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs. Marketing Science, 38(3):500-515, 2019. [doi]
@article{DukesZ19,
title = {Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs},
author = {Anthony J. Dukes and Yi Zhu},
year = {2019},
doi = {10.1287/mksc.2019.1149},
url = {https://doi.org/10.1287/mksc.2019.1149},
researchr = {https://researchr.org/publication/DukesZ19},
cites = {0},
citedby = {0},
journal = {Marketing Science},
volume = {38},
number = {3},
pages = {500-515},
}