Does Mobile Technology Integration Enhance Complaint Resolution Efficiency and Equity? An Empirical Study of How an Omnichannel Approach Affects Speed of Resolution of Government Service Requests

• Catherine Tucker

  Catherine Tucker

  [email protected]

  https://orcid.org/0000-0002-1847-4832

  MIT Sloan School of Management, Cambridge, Massachusetts 02142

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  ,
• Yifei Wang

  Corresponding Author

  Yifei Wang

  [email protected]

  https://orcid.org/0000-0002-9355-076X

  University of Pittsburgh School of Business, Pittsburgh, Pennsylvania 15260

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  ,
• Shuyi Yu

  Shuyi Yu

  [email protected]

  https://orcid.org/0000-0002-4276-9454

  Independent Researcher, Cambridge, Massachusetts 02139

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