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
Journal Article
Customer Perception On Products, Pricing, Service Quality, Towards Customer’s Quality Relationships And Loyalty Of Domestic Airlines, Indonesia
TL;DR: In this article, the authors quantified the relationship between customer perceptions on the concept or product, price, service quality and relationship quality on customer loyalty of domestic airline in Indonesia and found that the product has a significant positive effect on trust, customer satisfaction and loyalty, but positive effect is insignificant on commitment.
Journal ArticleDOI
Waiting Times and Defining Customer Satisfaction
TL;DR: In this article, the authors defined satisfaction/dissatisfaction as disconfirmation between expectation and perception and found that expectation is not prediction and is also not the acceptable (adequate) service.
Journal ArticleDOI
The impact of physical changes on customer behavior
TL;DR: In this article, a field experiment was conducted to determine whether shopping facilities in a waiting area influence customer behavior and whether these behaviours positively influence their satisfaction and related sales of the displayed products, and the results showed that customers in waiting areas with shopping facilities had more interaction with the physical environment, experienced a shorter wait, were more satisfied with the prompt taking of orders, and spent more money.
Journal ArticleDOI
A Patient-Centered Information System (myED) for Emergency Care Journeys: Design, Development, and Initial Adoption
Monika Westphal,Galit B. Yom-Tov,Avi Parush,Nitzan Carmeli,Alina Shaulov,Chen Shapira,Anat Rafaeli +6 more
TL;DR: The iterative work with ED patients, HCPs, and a multidisciplinary team of developers yielded a system that provides personal information to patients about their ED journey in a secure, effective, and user-friendly way.
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.