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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When filling the wait makes it feel longer: a paradigm shift perspective for managing online delay
TL;DR: Based on time perception theories, a research model of the effects of actual wait time, amount of information, and direction of attention on perceptions of the wait is developed and a potential paradigm shift is identified, from the retrospective to the prospective paradigm, when waiting times are prolonged.
Journal ArticleDOI
The psychology of the wait time experience - what clinics can do to manage the waiting experience for patients: a longitudinal, qualitative study.
Holly Chu,Robert A. Westbrook,Sarah Njue-Marendes,Sarah Njue-Marendes,Thomas P. Giordano,Thomas P. Giordano,Bich N. Dang,Bich N. Dang +7 more
TL;DR: In this paper, the authors examined contextual factors that can shape the manner in which patients may respond to different wait times and identified actions providers and clinics can take to promote positive wait experiences and mitigate negative ones.
Journal ArticleDOI
Lack of preferential treatment: effects on dissatisfaction after a service failure
TL;DR: In this paper, the authors investigate whether the perception of lack of preferential treatment has a positive impact on dissatisfaction following a service failure, after accounting for the effects of attribution, and the results of this investigation indicate that...
Journal ArticleDOI
The Impact of Service-Time Uncertainty and Anticipated Congestion on Customers' Waiting-Time Decisions
TL;DR: In this paper, the authors examine how customers account for this externality when choosing between service providers that differ in the uncertainty surrounding their service times and show that the uncertainty around anticipated congestion at service locations suppresses risk aversion with respect to service times.
Journal ArticleDOI
Enhancing the Decision Quality through Learning from the Social Commerce Components
TL;DR: This study develops a research model to explore how customers learn from the SCCs to influence their uncertainty in shopping experience, and thus improve their decision quality, and provides insights for social commerce practitioners in developing strategies for improved implementation of social commerce as well as the design of social Commerce sites.
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.