ERIC Number: EJ509814
Record Type: Journal
Publication Date: 1994
Consumer Experiences Calling Toll-Free Corporate Hotlines.
Martin, Charles L.; Smart, Denise T.
Journal of Business Communication, v31 n3 p195-212 Jul 1994
Finds that dimensions that contribute to caller satisfaction (of toll-free corporate hotlines) included operator characteristics such as knowledge, courtesy, and interest; specific behaviors such as apologizing for a problem, thanking the consumer for calling, and encouraging them to call again; and reducing time placed on "hold." (SR)
Publication Type: Reports - Research; Journal Articles
Education Level: N/A
Authoring Institution: N/A