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
Queues with Choice via Delay Differential Equations
TL;DR: Two two-dimensional deterministic fluid models are constructed that incorporate customer choice behavior based on delayed queue length information and it is shown that the delay can cause oscillations or asynchronous behavior in the model based on the value of Δ.
Journal ArticleDOI
Does the Past Predict the Future? The Case of Delay Announcements in Service Systems
TL;DR: This work investigates the accuracy of announcing the waiting time of the last customer to enter service (LES) in single-class, multiserver Markovian queueing models with announcement-dependent customer behavior and shows that, interestingly, even in this stylized setting, the LES announcement may not be accurate.
Journal ArticleDOI
Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting
TL;DR: In this paper, both allocentric and idiocentric observers spontaneously attribute outcomes to the disposition of the service provider, regardless of the actor's situational constraints, and the results reveal that attributions affect observers' expectations about their own service encounter.
Journal ArticleDOI
Using music to influence cognitive and affective responses in queues of low and high crowd density
Steve Oakes,Adrian C. North +1 more
TL;DR: In this paper, the authors found that musical liking significantly enhanced positive affective response with low crowd density, but diminished it with high crowd density when compared to slow-tempo music in terms of satisfaction, relaxation and positive disconfirmation of expectations of wait duration.
Journal ArticleDOI
The service bullwhip effect
TL;DR: In this article, a combination of analytic methods was used to explore whether and how the bullwhip effect, as found in product supply chains, might also manifest itself in services, as well as what policies can be successful for mitigating it.
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.