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
Wait time, travel time and waiting during travel: existing research and future directions
Journal ArticleDOI
Justice in handling complaints and its impact on satisfaction and loyalty in higher education
TL;DR: In this paper , the authors examined whether justice in addressing students' complaints, interactional justice, procedural justice, and distributive justice affect student satisfaction and does student satisfaction mediate the relationship between complaint-handling strategies and student loyalty.
Journal ArticleDOI
Customer’s preferred service behaviors in two industries: the case of the mexican consumers
J. Barragán,A. Saran +1 more
TL;DR: In this paper, a group of behaviors (caring, courtesy, friendliness, and promptness) was investigated to determine their relative importance in interactions with medical and restaurant service encounters and their impact on satisfaction with those providers.
Proceedings ArticleDOI
Increase the System Utilization by Adaptive Queue Management System with Time Restricted Reservation
TL;DR: In this paper, the adaptive queue management system with the queue reservation system and also proposed the time restriction rule for the reservation in the system the queue information such as queue-length and service time is constantly updated by Artificial Intelligence (AI), and the system is allowed customer to reserve the queue if the waiting time is too long.
Book ChapterDOI
The Service Factory
Steve Baron,Kim Harris +1 more
TL;DR: In this paper, the authors point out that the production/consumption characteristic of services means that customers can be exposed to many aspects of a service operation that can be kept hidden in manufacturing organisations, which often causes quality control problems for service managers.
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.