TY  - JOUR
AB  - 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 there—in silence.
VL  - 15
IS  - 6
SN  - 0275-6668
DO  - 10.1108/eb039660
UR  - https://doi.org/10.1108/eb039660
AU  - Wiesendanger Betsy
AU  - Voss Bristol
AU  - B.V.  
PY  - 1994
Y1  - 1994/01/01
TI  - SHORTTAKES
T2  - Journal of Business Strategy
PB  - MCB UP Ltd
SP  - 6
EP  - 9
Y2  - 2021/03/06
ER  -