Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs

• Anthony Dukes

  Corresponding Author

  Anthony Dukes

  http://orcid.org/0000-0003-2699-8019

  Marshall School of Business, University of Southern California, Los Angeles, California 90089;

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  ,
• Yi Zhu

  Yi Zhu

  http://orcid.org/0000-0002-7969-1160

  Carlson School of Management, University of Minnesota, Minneapolis, Minnesota 55455

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