Concepedia

Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs

Anthony Dukes, Yi Zhu

Marketing Science · 2019 · 22 citations · 33 references

Concepts

BusinessMarketingMarketing ManagementConsumer BehaviorMarketing StrategyStrategic MarketingCustomer Experience ManagementCustomer Service ManagementCustomer Service OperationsCustomer Service PerformanceCustomer ResponsivenessCustomer TieringTiered Capital StructureTiered Loyalty Structures

Abstract

Tiered customer service organizations are common and their tiered structure can frustrate customers so that they seek lower levels of redress.

References

33

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Social Sciences, Economics, Agency Theory +11

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Management, Operations Management, Performance Management +17

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