Waiting for service: The relationship between delays and evaluations of service
Citations
3,309 citations
Cites background or methods from "Waiting for service: The relationsh..."
...Rather, it is evaluated in a manner similar to that used by Taylor and Claxton (1994)....
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...Katz, Larson, and Larson (1991) and Taylor and Claxton (1994) provide empirical verification of this relationship in their studies of the effect of waiting time on bank and airline customers, respectively....
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...Taylor (1994) and Taylor and Claxton (1994) infer that this can occur in the short run through the development of negative affect (e.g., anger, a bad mood)....
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2,787 citations
2,756 citations
2,390 citations
Cites background from "Waiting for service: The relationsh..."
...The issues of timing, responsiveness, and customer waiting have been addressed in the complaint and service encounter literature (Bitner, Booms, and Tetreault 1990; Clemmer and Schneider 1993, 1996; Kelley, Hoffman, and Davis 1993; Maister 1985; Parasuraman, Zeithaml, and Berry 1985; Taylor 1994)....
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2,164 citations
References
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"Waiting for service: The relationsh..." refers background or methods in this paper
...Multiple items per construct generally are accepted as the ideal, or in some cases, required methodology (Churchill 1979), but single-item measures were used for many constructs in this study simply for pragmatic reasons....
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...Attributional questions were only measured with one item, instead of multiple items as is usually desired (Churchill 1979), simply for pragmatic reasons: to minimize any irritation on the respondent's part caused by the survey and keep the first questionnaire short enough to be completed in less than 7 minutes....
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9,593 citations
8,129 citations