Article : texte imprimé

The labor illusion : How operational transparency increases perceived value

Ryan W. Buell, Auteur ; Michael I. Norton, Auteur |

Dans Management science (Vol. 57 N° 9, Septembre 2011)

Aubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggest that the longer people wait, the less satisfied they become; we demonstrate that because of what we term [...]

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