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Articles

To wait or not to wait: effect of apologies and explanations on customer call abandonment

继续等候还是挂机? 致电排队场景中商家的道歉与解释对顾客挂机的影响

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Pages 851-872 | Received 21 Aug 2021, Accepted 15 Jun 2022, Published online: 01 Jul 2022

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