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
Queueing theory techniques and its real applications to health care systems – Outpatient visits
Peter O. Peter,R. Sivasamy +1 more
TL;DR: Many organizations such as banks, airlines, health care systems, telecommunications companies and security departments routinely use queuing theory models to help determine capacity levels needed to meet demand as discussed by the authors, which can be used to determine capacity requirements.
Proceedings ArticleDOI
Impact of waiting time on tourists satisfaction in a theme park: An empirical investigation
TL;DR: Wang et al. as mentioned in this paper explored how waiting time impact on tourist satisfaction in theme parks and found that perceived waiting time, waiting information and waiting environment are significant determinants of tourist satisfaction.
Journal ArticleDOI
The Effects of the Service Environment on Perceived Waiting Time and Emotions
Shih-Yi Chien,Ying-Tung Lin +1 more
TL;DR: In this paper, the authors examined the different effects of environmental elements on the perceived waiting time route and the emotional route and found that emotional route is a stronger predictor of customer approach behavior than the perceived time route.
Journal ArticleDOI
The Effects of Offering Menu Information on Perceived Waiting Time
Gumkwang Bae,Dae-Young Kim +1 more
TL;DR: In this paper, the authors employed an experimental design in a real restaurant setting to measure the effect of offering menu information on perceived waiting time and found that there are significant mean differences in three conditions in terms of the gap score between perceived and actual waiting time.
Journal ArticleDOI
Improving Nonclinical and Clinical-Support Services: Lessons From Oncology
TL;DR: Cancer care illustrates these principles, which are relevant across medical contexts, by showing how nonclinical and clinical-support staff who set the right tone for care at every service touchpoint cannot be truly optimal.
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.