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Why Companies Should Pay More Attention to Customers Last in Line – The Wall Street Journal

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This copy is for your personal, non-commercial use only. Distribution and use of this material are governed by our Subscriber Agreement and by copyright law. For non-personal use or to order multiple copies, please contact Dow Jones Reprints at 1-800-843-0008 or visit www.djreprints.com.
https://www.wsj.com/articles/last-in-line-customers-11651095272
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Tempted to walk away when you’re at the end of a line? You’re not alone.
Being last in line negatively impacts your satisfaction and makes it more likely you’ll bail before getting to the front, says Ryan Buell, professor of business administration at Harvard Business School,

whose research was published last year in the journal Management Science.
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Copyright ©2022 Dow Jones & Company, Inc. All Rights Reserved
This copy is for your personal, non-commercial use only. Distribution and use of this material are governed by our Subscriber Agreement and by copyright law. For non-personal use or to order multiple copies, please contact Dow Jones Reprints at 1-800-843-0008 or visit www.djreprints.com.

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