Journal ArticleDOI
Waiting for service: The relationship between delays and evaluations of service
TLDR
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...read more
Citations
More filters
Posted Content
The Effect of Goal Visualization on Goal Pursuit: Implications for Individuals and Managers
Amar Cheema,Rajesh Bagchi +1 more
TL;DR: In this paper, the authors show that easy-to-visualize goals are judged to be closer than harder-to visualize goals and consequently increase effort and commitment, and that the effect of visualization is attenuated when the goal is split into subgoals.
Dissertation
Brand associations as a design driver
TL;DR: In this paper, the authors investigate the possibility of extending and adapting existing techniques in brand management and consumer perception to provide a theoretical framework supporting consumer associations as a design driver for the development of an'emerging' brand's experience.
Understanding e-service failures : formation, impact and recovery
TL;DR: An integrated model of e-service failure and recovery is constructed together with testable propositions to inform both academics and practitioners on how different types of e -service failure manifest on ecommerce websites.
Journal ArticleDOI
Improving consumer quality-efficiency by using simple adaptive feedback in a choice setting
Anjala S. Krishen,Kent Nakamoto +1 more
TL;DR: In this article, a feedback control based adaptive scheme for providing choices for users in a web setting is proposed, and the authors hypothesize that using this scheme for updating the number of choices presented produces an efficient method of user interaction.
Journal ArticleDOI
Fluid models for call centers with delay announcement and retrials
TL;DR: It is shown how a delay announcement greatly reduces customer reneging and thereby improves customer satisfaction and the significance of delay information in a call center with retrials.
References
More filters
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
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.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
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...
Journal ArticleDOI
A Paradigm for Developing Better Measures of Marketing Constructs
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.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
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.