Does IT lead to more equal treatment? : empirical study of the effect of smartphone use on customer complaint resolution

Does IT lead to more equal treatment? : empirical study of the effect of smartphone use on customer complaint resolution

Thesis: S.M. in Management Research, Massachusetts Institute of Technology, Sloan School of Management, 2018.

Bibliographic Details
Main Author: Yu, Shuyi, Ph. D. Massachusetts Institute of Technology
Other Authors: Catherine Tucker.
Format: Thesis
Language:eng
Published: Massachusetts Institute of Technology 2018
Subjects:
Sloan School of Management.
Online Access:http://hdl.handle.net/1721.1/118002

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