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Peer reviewed Peer reviewed
ERIC Number: EJ509814
Record Type: Journal
Publication Date: 1994
Pages: N/A
Abstractor: N/A
ISSN: ISSN-0021-9436
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
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A