TY  - JOUR
AB  - Notes how more and more companies are using information from their
800 number callers as a substitute for conventional survey research,
analysing the monthly volume of complaints in a quantitative way.
Assesses the merits of such practices based on the evidence available to
date, considering representativeness and data recording problems for
example. Offers managerial recommendations as well as suggestions for
improving procedures. Concludes that the quantitative interpretation of
data derived from 800 numbers is generally problematic and sometimes
wholly inappropriate.
VL  - 5
IS  - 3
SN  - 0887-6045
DO  - 10.1108/08876049110035620
UR  - https://doi.org/10.1108/08876049110035620
AU  - Gardner Chadwick Kathy
PY  - 1991
Y1  - 1991/01/01
TI  - Some Caveats Regarding the Interpretation of Data from 800
Number Callers
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 55
EP  - 61
Y2  - 2024/09/19
ER  -