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SHORTTAKES

SHORTTAKES The movement to benchmark best practices long ago crossed industry lines, but the strange, hybrid results can still startle the outside observer. Take the issue of how to deal with a client spending time on hold when telephoning a company. Unbelievably, in this age of technology, some corporations still put people on hold and leave them therein silence. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Strategy Emerald Publishing

SHORTTAKES

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0275-6668
DOI
10.1108/eb039660
Publisher site
See Article on Publisher Site

Abstract

The movement to benchmark best practices long ago crossed industry lines, but the strange, hybrid results can still startle the outside observer. Take the issue of how to deal with a client spending time on hold when telephoning a company. Unbelievably, in this age of technology, some corporations still put people on hold and leave them therein silence.

Journal

Journal of Business Strategy – Emerald Publishing

Published: Jun 1, 1994

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