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Journal Articles
Journal:
Journal of Business Strategy
Journal of Business Strategy (2017) 38 (1): 39–46.
Published: 16 January 2017
... control and uncertainty underlie this emotional experience. Triggers include assessments of “dehumanized”, “incompetent” or “hostile” call center employees as well as the more well-known multiple transfers and waiting time. Customer may remain loyal after a frustrating encounter if they believe...
