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The Customer Time-care Agency Business

In: The Psychology of Customer Care

Author

Listed:
  • James J. Lynch

Abstract

‘Time agencies’ have been in existence for many hundreds of years, but are now increasing rapidly in their nature and proliferation. Their purpose is to satisfy one or more of the following customer needs: (a) To enable a customer to achieve an objective within less time than would otherwise be the case. (Time-compressing) (b) To assist a customer in coping with fluctuating time pressures. (Time-smoothing) (c) To undertake tasks which customers perceive as placing them in negative time-states. (Time-substituting)

Suggested Citation

  • James J. Lynch, 1992. "The Customer Time-care Agency Business," Palgrave Macmillan Books, in: The Psychology of Customer Care, chapter 9, pages 144-153, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-37532-1_9
    DOI: 10.1057/9780230375321_9
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