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 ArticleDOI
Greater patience and monetary expenditure: How shopping with companions influences purchase decisions
TL;DR: In this article, the authors investigated the effect of shopping with companions (e.g., friends and peers) on purchase decisions and found that consumers exerted greater effort when shopping with friends, by spending more money and being willing to wait longer for a product.
A stochastic process approach for modeling arrival delay in train operations
TL;DR: In this paper, a stochastic modeling approach based on Wiener process is introduced to analyze the train operation and weather condition, and the model parameters are estimated by the maximum likelihood estimation approach.
Journal ArticleDOI
Using kano's model to explore the wait service quality of THSR
TL;DR: In this article, the important and improvement-needed wait service quality items require being comprehended so as to attract the customers and to enhance the service quality and the competition in high speed railway.
Dissertation
A survey of customer satisfaction with the medical services offered at the Kenyatta national hospital cancer treatment centre
TL;DR: The study concludes that attractiveness of waiting time in offering medical services has an effect on customer satisfaction and that the lesser the waiting time, the more satisfied the customers are.
Managing order fulfillment disruptions: a multiple case study of café operations in Melbourne
TL;DR: Order fulfillment is at the heart of operations management as mentioned in this paper, and it typically involves an extensive array of activities linked to almost every function of an organization as well as its supply chain.
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.