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Journal Articles

On the role of SMS for transaction confirmation with IVR telephone banking

G. Peevers, G. Douglas, D. Marshall, M.A. Jack

International Journal of Bank Marketing (2011) 29 (3): 206–223.

https://doi.org/10.1108/02652321111117494

Published: 12 April 2011

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Journal Articles

The mediating effects of brand music and waiting time updates on customers' satisfaction with a telephone service when put on‐hold

G. Peevers, F. McInnes, H. Morton, A. Matthews, M.A. Jack

International Journal of Bank Marketing (2009) 27 (3): 202–217.

https://doi.org/10.1108/02652320910950196

Published: 10 April 2009

View article titled, The mediating effects of brand music and waiting time updates on customers' satisfaction with a telephone service when put on‐hold

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