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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Book ChapterDOI
The Effects of Wait Expectations, Store Atmosphere and Merchandise Value Perceptions on Store Patronage Intentions
TL;DR: Chebat et al. as discussed by the authors use inference theory as a conceptual foundation for building their model, and generate hypotheses to test the model to understand the antecedents of wait expectations and the role of these expectations on patronage intentions.
Journal ArticleDOI
So curious that I want to buy it: The positive effect of queue wait on consumers' purchase intentions
Tingting Wang,Yixia Sun +1 more
TL;DR: In this paper , the authors build on the queue wait literature and the curiosity literature to propose that the presence of queue waits generates feelings of curiosity and more importantly such curious feelings influence consumers' decision-making in fashions that enhance their purchase intentions.
Book ChapterDOI
Tracking Method for Aircraft on Ground (AOG) Service and the Challenges for E-commerce
Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
TL;DR: In this article, the authors study the customer satisfaction with service recovery by examining the key antecedent dimensions that able to influence the satisfaction and find that empowerment becomes the most stringent factor that influence customer satisfaction.
Book ChapterDOI
Theory Devewpment in Services Marketing: Transcending Service Specificity
TL;DR: The importance of a classification to theory development is discussed, the requirements fur a valid classification are identified, and suggestions for future research are presented.
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.