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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How to behave as Alice in Wonderland–about boredom and curiosity
TL;DR: This particular study addresses the sequential arousal and interdependencies of two drives: boredom and curiosity and introduces general design guidelines for arousing boredom and explains how boredom can result in curiosity.
Journal ArticleDOI
Production control with backlog-dependent demand
TL;DR: In this article, a manufacturing firm that builds a product to stock to meet a random demand is studied, and a defection function is introduced to represent the customers' response to waiting, the fraction of customers who choose not to order as a function of the quoted lead time.
Journal ArticleDOI
The psychology of being put on hold: An exploratory study of service quality
TL;DR: In this paper, the specific phenomenon of being placed on hold when calling a business and how this act affects the consumers' perceptions of service quality is explored, and the results show that placing a customer on hold affects the perception of quality of service.
Journal ArticleDOI
Does delaying service-failure resolution ever make sense?
TL;DR: In this article, the authors investigated under which conditions an immediate or a delaying resolution produces more positive consumer responses in terms of re-patronage and negative word-of-mouth intentions.
Journal ArticleDOI
The Effect of Waiting Time and Affective Reactions on Customers' Evaluation of Service Quality in a Cafeteria
Wonjae Lee,Carolyn U. Lambert +1 more
TL;DR: In this paper, the authors investigated the impact of waiting time on the evaluation of satisfaction and service quality and found that failing to meet customers' expected waiting time and reasonable waiting time could negatively impact their satisfaction and evaluation of service quality.
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.