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Journal ArticleDOI

Waiting for service: The relationship between delays and evaluations of service

01 Apr 1994-Journal of Marketing (SAGE PublicationsSage CA: Los Angeles, CA)-Vol. 58, Iss: 2, pp 56-69
TL;DR: In this article, the authors present a model of the wait experience, which assesses the effects of delays in service evaluations on the satisfaction of the service experience, and assess the effect of delays on customer satisfaction.
Abstract: Delays in service are becoming increasingly common; yet their effects on service evaluations are relatively unknown. The author presents a model of the wait experience, which assesses the effects o...
Citations
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Journal ArticleDOI
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Abstract: Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

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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Journal ArticleDOI
TL;DR: In this article, the authors discuss the differentiation of emotions from affect, moods, and attitudes, and outline an appraisal theory of emotions, which is followed by an analysis of the role of arousal in emotions.
Abstract: Emotions are mental states of readiness that arise from appraisals of events or one’s own thoughts. In this article, the authors discuss the differentiation of emotions from affect, moods, and attitudes, and outline an appraisal theory of emotions. Next, various measurement issues are considered. This is followed by an analysis of the role of arousal in emotions. Emotions as markers, mediators, and moderators of consumer responses are then analyzed. The authors turn next to the influence of emotions on cognitive processes, which is followed by a study of the implications of emotions for volitions, goal-directed behavior, and decisions to help. Emotions and customer satisfaction are briefly explored, too. The article closes with a number of questions for future research.

2,787 citations

Journal ArticleDOI
TL;DR: In this paper, customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature, and the author reports results of a critical incid...
Abstract: Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incid...

2,756 citations

Journal ArticleDOI
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.
Abstract: Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of custom...

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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Journal ArticleDOI
TL;DR: In this article, the authors consider investments in complaint handling as a means of increasing customer commitment and building customer loyalty, but they are not well informed on how to deal successfully with successful complaints.
Abstract: Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully...

2,164 citations

References
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Journal Article
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.

21,693 citations

Journal ArticleDOI
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

16,185 citations

Journal ArticleDOI
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Abstract: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which ma...

14,727 citations


"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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Journal ArticleDOI
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...

9,593 citations

Journal ArticleDOI

8,129 citations