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
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Journal ArticleDOI
Consumer Perception and Evaluation of Waiting Time: A Field Experiment
TL;DR: In this paper, the authors varied telephone waiting times for a commercial service in two different experiments and found that consumers' wait evaluations were mainly influenced by the difference between the consumers' acceptable and perceived waiting times.
Journal ArticleDOI
Share more, drive less: Millennials value perception and behavioral intent in using collaborative consumption services
TL;DR: In this paper, the authors investigate how the cognitive value perceptions and affective attitudes of Millennial consumers are related to behavioral intent in the context of collaborative consumption and how such relationships may be moderated.
Journal ArticleDOI
Effects of perceived service fairness on emotions, and behavioral intentions in restaurants
TL;DR: In this article, the authors investigate interrelationships among perceived service fairness, emotions and behavioral intentions in a restaurant context and suggest that providing high quality tangible outcomes and intangible services are critical to evoke positive emotions and eventually to generate future favorable behaviors.
Journal ArticleDOI
Modeling repurchase frequency and customer satisfaction for fast food outlets
TL;DR: In this article, the authors examined the relationship between customer satisfaction, repurchase frequency, waiting time and other service quality factors in fast food outlets and found that the significance of the relationship depends on the timing of the visits.
Journal ArticleDOI
The relative importance of service dimensions in a healthcare setting.
TL;DR: An augmented SERVQUAL instrument that was used to measure private patients' service expectations and perceptions emerged from the study, and the "reliability and fair and equitable treatment" factor was found to be the most important healthcare service quality dimension.
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.