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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Waiting To Give
Robert Slonim,Robert Slonim +1 more
TL;DR: The results indicate that waiting is not merely frustrating, but has significant negative long-term social costs: the return behavior of males is more elastic than females and donors display diminishing in the domain of losses.
Journal ArticleDOI
Investigating the Application of Queue Theory in the Nigerian Banking System
TL;DR: It is discovered that customers in Ecobank spent more time before being served both on queue and in the system than that of GTBank bank, and the management of GT bank should adopt a 13- server model and 10-server model respectively to reduce total expected costs and increase customer satisfaction.
Journal ArticleDOI
Are sponsors blamed for edging off? Consumer reactions to sponsorship terminations
TL;DR: In this paper, consumer reactions to early and non-renewal of a sponsored contract were analyzed using a set of experimental studies, and it was shown that termination is particularly harmful for the sponsor's perceived fairness if the sponsor is powerful.
Journal ArticleDOI
Pricing and Capability Planning of the Referral System Considering Medical Quality and Delay-Sensitive Patients—Based on the Chinese Medical System
TL;DR: The results show that the smooth implementation of the government’s macro-control plays a crucial role in the two-way referral system and if all patients make rational choices, what the community hospital should do to maximize the service capacity.
Journal ArticleDOI
Fine-Tuning Advertising Designed to Reduce the Stigma of Mental Illness
TL;DR: In this paper, a broad menu of approaches suggested by research in social psychology is proposed to reduce the stigma of mental illnesses. But, as many turn to advertising as a tool for doing so, they can avoid "backlash" against ads that tell an audience what NOT to do by indicating that stigmatizing is out of step with one's self-image or out of touch with one"s peers.
References
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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.