April 2, 2015
The Psychology of Being Put on Hold
Today’s TIME magazine reports on a recent study that showed people put on hold are LESS angry when finally connected to a live person, if they have been given pop music to listen to. So-called elevator music makes them angrier. And so does pop music with a pro-social bent. The authors speculate about the latter effect, wondering if being reminded about making good things happen just makes the caller madder, considering their initial state of mind.
What do you think? What’s going on here?
Here’s the article link:
http://time.com/3764271/call-centers-elevator-music/?xid=newsletter-brief
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About mediainmind
Education: BFA in Painting & Sculpture from California College of the Arts (Oakland); Executive MBA in Executive Management from the Peter F. Drucker & Masatoshi Ito Graduate School of Management at the Claremont Graduate University (Claremont); MA and PhD in Media Psychology from the Fielding Graduate University (Santa Barbara).
Experience: Over 40 years experience in marketing, advertising, and public relations on the client and agency sides of the business; for-profit and nonprofit, as well as government.
Special Expertise: The interface between human behavior and the media. It's all about "media in mind."
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