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Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs
16 references·1 citing·43 second hop
Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs (2019)Why Customer Service Frustrates Consumers…“Bricks and Clicks”: The Impact of Product Returns on the Strategies of Multichannel Retailers (2010)“Bricks and Clicks”: The Impa…The Option Value of Returns: Theory and Empirical Evidence (2009)The Option Value of Returns: …The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Supply Chain Coordination for False Failure Returns (2006)Supply Chain Coordination for…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Signaling Quality with a Money-Back Guarantee: The Role of Transaction Costs (1995)Signaling Quality with a Mone…Money back guarantees in retailing: matching products to consumer tastes (1995)Money back guarantees in reta…A Model for Customer Complaint Management (1988)A Model for Customer Complain…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …True Monopolistic Competition as a Result of Imperfect Information (1986)True Monopolistic Competition…The Folk Theorem in Repeated Games with Discounting or with Incomplete Information (1986)The Folk Theorem in Repeated …Product Warranties and Double Moral Hazard (1985)Product Warranties and Double…A Price Discrimination Theory of Coupons (1984)A Price Discrimination Theory…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Reputation and imperfect information (1982)Reputation and imperfect info…Predation, reputation, and entry deterrence (1982)Predation, reputation, and en…Leveraging perceived HPWS to improve service encounter quality in high-contact service industries (2023)Leveraging perceived HPWS to …Advertising as Information (1974)Price and Advertising Signals of Product Quality (1986)The Voice of the Customer (1993)Marketing Models of Service and Relationships (2006)Promotional Chat on the Internet (2006)Firm Strategies in the “Mid Tail” of Platform-Based Retailing (2011)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)A Model of Advertising and Product Quality (1978)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Social Media in Tourism and Hospitality: A Literature Review (2013)Advances in Consumer Research (2025)Industrial Market Structure and Economic Performance. (1971)Agreeing to Disagree (1976)Monitoring and Reputation: The Choice between Bank Loans and Directly Placed Debt (1991)Credible Commitments: Using Hostages to Support Exchange (1996)The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms (2003)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Forecasting: theory and practice (2022)The measurement of experienced burnout (1981)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Reexamination of the perfectness concept for equilibrium points in extensive games (1975)The Optimal Degree of Commitment to an Intermediate Monetary Target (1985)A survey of trust and reputation systems for online service provision (2005)Hedonic Prices and Implicit Markets: Product Differentiation in Pure Competition (1974)Consumer Promotions and the Acceleration of Product Purchases (1985)A Price Expectations Model of Customer Brand Choice (1990)The effects of framing price promotion messages on consumers' perceptions and purchase intentions (1998)Direct Marketing, Indirect Profits: A Strategic Analysis of Dual-Channel Supply-Chain Design (2003)The Impact of Cross-Channel Integration on Retailers’ Sales Growth (2015)The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment (2018)Rational cooperation in the finitely repeated prisoners' dilemma (1982)An Introduction to Varieties of Capitalism (2001)Varieties of Capitalism (2001)Evolutionary games on graphs (2007)
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References

  • 1982Reputation and imperfect information3,093 cited
  • 1986The Folk Theorem in Repeated Games with Discounting or with Incomplete Information2,375 cited
  • 1982Predation, reputation, and entry deterrence1,850 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2010“Bricks and Clicks”: The Impact of Product Returns on the Strategies of Multichannel Retailers506 cited
  • 1984A Price Discrimination Theory of Coupons491 cited
  • 1995Signaling Quality with a Money-Back Guarantee: The Role of Transaction Costs442 cited
  • 1986True Monopolistic Competition as a Result of Imperfect Information397 cited
  • 1995Money back guarantees in retailing: matching products to consumer tastes368 cited
  • 1985Product Warranties and Double Moral Hazard368 cited
  • 1988A Model for Customer Complaint Management354 cited
  • 2009The Option Value of Returns: Theory and Empirical Evidence

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267 cited
  • 2006Supply Chain Coordination for False Failure Returns253 cited
  • Cited by

    • 2023Leveraging perceived HPWS to improve service encounter quality in high-contact service industries18 cited