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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Posted Content
An Evaluation of In-Store Services to Enhance Customer Satisfaction
TL;DR: In this paper, a structured questionnaire has been designed in such a way that it reflects the voice of the target market as it considers all in-store services obtained from interviews and previous studies.
Journal Article
Enough Is Enough! Or Is It? Factors That Impact Switching Intentions in Extended Service Transactions
TL;DR: It is found that as the length of the core service delay increases and as that delay occurs later in the extended service transaction, satisfactory recovery efforts are less likely to negate subsequent switching intentions.
Journal ArticleDOI
An evaluation of the operational efficiency of pizza restaurants in Zimbabwe
TL;DR: In this article , the authors evaluated the extent to which the actual waiting period for pizza differs from the perceived waiting time, and found that there are statistically significant differences between the prescribed standard waiting time and actual waiting time.
Strategic Outsourcing with Delay-Sensitive Customers
TL;DR: In this article, the authors investigate the impact of customers' delay sensitivity on the pricing and capacity strategy of supply chain, in which a provider or a supplier provides a service or distributes a product to an independent outsourcer (or a retailer).
Book ChapterDOI
Entwicklungslinien und Einfluss der Dienstleistungsforschung — Ein quantitativer Ansatz
Werner Kunz,Jens Hogreve +1 more
TL;DR: In den letzten Jahren hat die Dienstleistungsforschung in Deutschland aber also international einen grosen Aufschwung erlebt as discussed by the authors.
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.