Your Call is Important to Us … Please Hold

Abstract

Get full access to this article

View all access options for this article.

References

Bond

C. J.

(1998, February). Portland General Electric interactive voice response (IVR) design guidelines. Internal publication, Portland, Oregon.

Fowler

S. L.

Stanwick

V. R.

(1995) The GUI style guide. Cambridge, MA: AP Professional.

Meyer

Seagull

F. J.

(1996, July). Where human factors meets marketing. Ergonomics in Design, pp. 22–25.

Schumacher

R. M.

Hardzinski

M. L.

Schwartz

A. L.

(1995). Increasing the usability of interactive voice response systems: Research and guidelines for phone-based interfaces. Human Factors, 37, 251–264.