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When More Is Less: Field Evidence on Unintended Consequences of Multitasking
16 references·5 citing·43 second hop
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References

  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2012Linguistic Inquiry and Word Count (LIWC)2,153 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
  • 1997Market Segmentation: Conceptual and Methodological Foundations1,866 cited
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  • 1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
  • 2004A diary study of task switching and interruptions829 cited
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  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2008The cost of interrupted work

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696 cited
  • 2006On the need for attention-aware systems: Measuring effects of interruption on task performance, error rate, and affective state594 cited
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    • 2022The impact of waiting on customer‐instigated service time: Field evidence from a live‐chat contact center22 cited
    • 2020Market Competition and the Effectiveness of Performance Pay16 cited
    • 2021The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes16 cited
    • 2024Routing and Staffing in Customer Service Chat Systems with Generally Distributed Service and Patience Times13 cited
    • 2022MULTITASKING BEHAVIOR IN THE WORKPLACE: A SYSTEMATIC REVIEW12 cited