Why Is Customer Service So Bad? Because It’s Profitable.
April 4, 2023
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Anthony Dukes and Yi Zhu
"...a subset of companies purposely make callers jump through hoops with the hope that they’ll simply give up. When this happens, the company saves money on redress costs." (Article summarising the paper "Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs")