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
What to tell consumers in waits of different lengths: An integrative model of service evaluation
Michael K. Hui,David K. Tse +1 more
TL;DR: The authors conduct an experimental study to examine the impact of two types of waiting information—waiting-duration information and queuing information—on consumers’ reactions to waits of differen...
Journal ArticleDOI
An experimental study of service recovery options
TL;DR: In this article, the authors assess the impact of three service recovery options (decisions) on customer satisfaction: time/speed; level of atonement; and who should be involved in service recovery.
Journal ArticleDOI
The service experience in two cultures: A behavioral perspective
TL;DR: In this article, the authors examine how consumers in the U.S. and Japan evaluate service encounters and develop behaviorally based service encounter dimensions, each with multiple measures, for the two countries.
Journal ArticleDOI
The Design of Functional (Total Care) Products
TL;DR: In this article, the authors focus on the definition and design of functional products, in particular design of services in the context of total care products, and identify the principal components of service design.
Journal ArticleDOI
SERVCON: development and validation of a multidimensional service convenience scale
TL;DR: In this article, the SERVCON scale, a comprehensive instrument for measuring service convenience, is presented, which is based on a second-order, five-dimensional construct that reflects consumers' perceived time and effort in purchasing or using a service.
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.