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
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Waiting in line for online services: a qualitative study of the user's perspective
Gerard Ryan,Mireia Valverde +1 more
TL;DR: This manuscript examines the phenomenon of waiting in terms of the role it plays in the functionality of service delivery over the internet and the effect waiting has on how consumers behave online.
Posted Content
Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies
TL;DR: The authors argue that failures in the use of self-service technology are not only a source of dissatisfaction; often, they also trigger negative emotions of anger and helplessness, and that these emotions have distinct effects on customers' post-purchase reactions (customer loyalty, frequency of use), both directly and indirectly, by reducing customer satisfaction.
Journal ArticleDOI
Modeling service alliances: an exploratory investigation of spillover effects in service partnerships
TL;DR: The study demonstrates how the service quality of one partner can impact, or ‘spill over’ onto, consumers' evaluations of their transactions with a second partner, and how the performances of partners can have differing effects on customers' intentions to reuse a service partnership.
Journal ArticleDOI
Emotional Appeal and Incentive Offering in Banner Advertisements
TL;DR: The authors proposed a contingency framework on the role of emotions and incentives in advertising effectiveness and found that emotional appeals affect the click-through rate of banner ad clickthrough raters, but they did not consider how emotional appeals were associated with advertising effectiveness.
Journal ArticleDOI
The competitive impact of service process improvement: Examining customers’ waiting experiences in retail markets
TL;DR: In this paper, the authors investigate the impact of a service process improvement in front-end retail operations on the waiting experiences of shared customers, that is, those customers who patronize a retailer as well as its competitors.
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.