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
Measuring the variance of customer waiting time in service operations
TL;DR: This research provides a mathematically exact expression for the coefficient of variation of waiting time for Markov queues and applies the concept of isomorphism to approximate the variance of customer waiting time in a general queue.
Journal ArticleDOI
Effect of Past Experience on Perceived Service Quality and Customer Satisfaction: The Case of Chinese Casino Visitors
Chunli Ji,Jian Li,Yuankun Nie +2 more
TL;DR: In this paper, a sample of 304 gaming customers in Macau was used and structural equation modeling analysis was performed to test the moderating effects of casino visitors' past experience on service quality and customer satisfaction.
Journal ArticleDOI
A queuing model with balking index and reneging rate
TL;DR: In this article, a queuing model for estimating business loss is presented, which is an effective tool for linking the phases of operations management and perceptions management, with this linkage, managers can decide how to utilise these management techniques to reduce business loss and enhance customer satisfaction.
Journal ArticleDOI
Temporal and financial risk assessments: How time and money constrain shopper behavior and influence purchase solutions
TL;DR: In this article, the authors examined the perceived constraints on shopper resources and found that all shoppers perceive themselves to be constrained by both finances and time, and these findings hold across all income, age, and employment strata.
Journal ArticleDOI
A comprehensive hierarchical model of beach resort hotel stays
TL;DR: In this paper, the authors developed and tested a comprehensive hierarchical model for long duration, high involvement beach resort hotel stays in Thailand and investigated the interrelationships among five higher order marketing constructs: service quality, customer satisfaction, customer perceived value, corporate image and customer loyalty.
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.