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

Author： Peevers G. McInnes F. Morton H. Matthews A. Jack M.A.

Publisher： Emerald Group Publishing Ltd

ISSN： 0265-2323

Source： The International Journal of Bank Marketing, Vol.27, Iss.3, 2009-04, pp. : 202-217

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