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商品編號： F1105B 出版日期： 2011/05/01 作者姓名： Buell, Ryan W.;Norton, Michael I. 商品類別： Service management 商品規格： 2p 再版日期： 地域： 產業： 個案年度： -
商品敘述：
Managers typically look for ways to reduce wait time to increase customer satisfaction. New research suggests there''s a better approach: showing customers a representation of the effort, whether literal or not, being expended on their behalf while they wait. (The prototypical example is the travel website Kayak, which shows customers each airline it searches.) Studies show that customers prefer waiting when the work being done is transparent-even when the waits are longer or the results are no better than those obtained with shorter waits.
涵蓋領域：
Waiting-time management;Customer satisfaction;Customer service;Customer relationship management;Transparency
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