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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Waiting for service: modelling the effectiveness of service interventions
Kenneth John Butcher,Asad Kayani +1 more
TL;DR: In this paper, the authors investigated the effect of service intervention strategies such as length and reason of a delay on the effectiveness of providing duration and cause information, and found that under certain conditions a service intervention may be counterproductive to the intended strategy.
Journal ArticleDOI
Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers
TL;DR: The concept of emotional load is introduced—the emotional demands that customer behaviors impose on service agents—to analyze how customer emotions affect service worker’s behavior and suggests that the emotional content in customer communications should be an important factor to consider when assigning workload to agents in a service system.
Journal ArticleDOI
Determinants of dynamic process of emerging ICT adoption in SMEs – actor network theory perspective
TL;DR: A framework informed by actor network theory (ANT) concepts is developed and finds that using ANT to examine the process of adoption helps to unveil the recursive nature of the process and challenges researchers to always consider ICT adoption as dynamic and unpredictable instead of one-off action.
Posted Content
Waiting time influence on the satisfaction-loyalty relationship in services
F. Biélen,Nathalie Demoulin +1 more
TL;DR: In this paper, the authors investigate how customers weigh up their service satisfaction and waiting time satisfaction in order to determine whether they will remain loyal or not, and the results confirm that waiting-time satisfaction is not only a service satisfaction determinant, but it also moderates the satisfaction-loyalty relationship.
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.