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
The effect of the motion attributes of spokes-characters on app launch pages on brand memory
Ning Zhang,Zhu Liya +1 more
TL;DR: In this paper , the authors investigated the impact of using animated or static spokes-characters with brand slogans on app launch pages and found that the advertisement memory effect of using an animated spokes-character is better than that of using a static one.
Journal ArticleDOI
Managing Long Queues in Seasonal Sales Shopping
Chun Qiu,Wenqing Zhang +1 more
TL;DR: In this article, the authors proposed that shoppers' impatience can be a virtue for retailers and showed that when shoppers do queue, it is desirable under some conditions for retailers to strategically keep the queues longer rather than reducing them.
Posted ContentDOI
Statistical Computational Analysis in Luxury hotels in the era of COVID-19 : The Cretan case
TL;DR: In this paper , the authors identify the investment preferences of top managers and owners of four and five-star hotels and the impact of the COVID-19 pandemic on their investment planning.
Journal ArticleDOI
Hate the wait? How social inferences can cause customers who wait longer to buy more
Nira Munichor,Alan D. J. Cooke +1 more
TL;DR: This paper explored the effect of waiting times on behavior during a shopping trip and found that longer waiting times can lead to a larger number of purchases despite generating more negative emotional reactions, consistent with a social-inference account, when wait times are thought to depend on others' preferences.
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.