Numbers or apologies? Customer reactions to telephone waiting time fillers
Munichor, N., & Rafaeli, A. (2007). 'Numbers or apologies? Customer reactions to telephone waiting time fillers.' Journal of Applied Psychology, 92(2), 511-518. doi:10.1037/0021-9010.92.2.511. The experimental field test of wait psychology, and the one place where the adjacent wait literature has behaviour rather than ratings. Study 1: 123 real first-time calls to a university laboratory's experiment sign-up line, randomly assigned to music, music plus three apologies, or music plus three position updates, every wait exactly 108 seconds, chosen to be slightly longer than a typical telephone wait in order to encourage abandonment. Abandonment: 69.4 per cent with music, 66.7 per cent with apol
Munichor, N., & Rafaeli, A. (2007). 'Numbers or apologies? Customer reactions to telephone waiting time fillers.' Journal of Applied Psychology, 92(2), 511-518. doi:10.1037/0021-9010.92.2.511. The experimental field test of wait psychology, and the one place where the adjacent wait literature has behaviour rather than ratings. Study 1: 123 real first-time calls to a university laboratory's experiment sign-up line, randomly assigned to music, music plus three apologies, or music plus three position updates, every wait exactly 108 seconds, chosen to be slightly longer than a typical telephone wait in order to encourage abandonment. Abandonment: 69.4 per cent with music, 66.7 per cent with apol
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Munichor, N., & Rafaeli, A. (2007). Numbers or apologies? Customer reactions to telephone waiting time fillers. Journal of Applied Psychology, 92(2), 511-518. doi:10.1037/0021-9010.92.2.511.