Construct Details:

Source (1083):

Munichor, Nira (2007), "Numbers or Apologies? Customer Reactions to Telephone Waiting Time Fillers", Journal of Applied Psychology, 92, 511-518.
Endnote


Construct



Definition:

  • The proportion of callers who hang up prior to reaching a service point.


Citations:

  • Gans, N. (2003), "Telephone call centers: Tutorial, review, and research prospects.", Manufacturing and Service Operations Management, 5, 79-141. [Endnote]
  • Webb, E.J (1981), "Nonreactive measures in the social sciences ".