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
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Understanding the acceptance of the Internet of Things: An integrative theoretical approach
Ki Joon Kim,Sai Wang +1 more
TL;DR: Guided by the frameworks of the technology acceptance model, uses and gratifications theory and the information systems success model, the authors developed and validated an adoption model for the Internet of Things (IoT).
Journal ArticleDOI
Optimal design of a multi-server queueing system with delay information
Miao Yu,Jun Gong,Jiafu Tang +2 more
TL;DR: This paper analytically characterizes the level of satisfaction with delay information to modulate customer reactions in a multi-server queueing system as an M/M/S+M queue with customer reactions.
Essays in Service Operations Management
TL;DR: This thesis studies the operation of a rental system with random loss of inventory due to customer use, and proposes an easy-to-implement newsvendorstyle heuristic for accepting reservations and proves the concavity of the expected profit function and identifies the optimal recirculation rule.
Designing for experience : arousing boredom to evoke predefined user behaviour
TL;DR: This study addresses the arousal of boredom, a mental state characterized by a heightened drive for exploration, making it easier to guide people in their decision making, and introduces general design guidelines for arousing boredom.
Using simulation to estimate the impact of self-service technology implementation on customer waiting times and system operating costs
Abstract: .................................................................................................................................................. iii List of Tables .......................................................................................................................................... ix List of Figures ........................................................................................................................................ xi Acknowledgements ............................................................................................................................ xi
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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.