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
Queues and the leisure experience: the consequences of waiting for leisure.
TL;DR: This article explored participants' reactions to waiting in line for a leisure event, and was concerned primarily with discovering how the unpleasant aspects of a queue might be reduced, and found that participants disliked the queuing experience offered in this simulation.
Book ChapterDOI
Kundenattributionen am Service Counter – Arten, Wirkung und Konsequenzen für das Revenue Management
TL;DR: In this paper, the authors describe Attribution as Interpretationsprozesse, durch the Individuen den Ereignissen and Handlungen Ursachen and Grunde zuschreiben.
Emotions As A Form Of Customer Resource In Service Encounters
TL;DR: In this paper, the authors present a conceptual platform for future research in the area of emotion management as an antecedent to customer response in service encounters, and propose that customers' ability to manage service-related emotions may influence the outcome of the service experience.
Journal ArticleDOI
Effective school cooperative-mart queuing system
TL;DR: To determine the customer congestion at the payment counter and to propose the effective queuing system at Cooperative-mart, the results show that for optimum service level, the counter must be changed from one to two counters each side.
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.