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
Generation and prediction of flight delays in air transport
Qiang Li,Ranzhe Jing +1 more
Journal ArticleDOI
Frustration-Based Promotions: Field Experiments in Ride-Sharing
TL;DR: In this paper , the authors investigate how different types of compensation affect the engagement of riders who experienced a frustration and find that sending proactive compensation to frustrated riders (i) is profitable and boosts their engagement behavior, ii) works well for long waiting times but not for long travel times, iii) seems more effective than sending the same offer to nonfrustrated riders, and iv) has an impact moderated by past usage frequency.
Journal ArticleDOI
The efficacy of the use of implicature and actor portrayal labels by non-profits in anti-smoking print advertisements
TL;DR: In this paper, differences in emotional response and overall attitude toward the ad, perceived social responsibility of the sponsor and willingness to donate are tested across four types of print advertisements sponsored by a nonprofit.
Journal ArticleDOI
Queuing behavior in theme parks: a comparison between Chinese and western tourists.
TL;DR: In this paper, the authors investigated the acceptable and perceived waiting time of Chinese and Western tourists in Hong Kong's Ocean Park and found that the mean scores for the theme park ride waiting time considered acceptable by Chinese and western tourists are 15.2 and 21.3 minutes, respectively.
Journal ArticleDOI
Disgust images and nonprofit children’s causes
Anthony T. Allred,Clinton Amos +1 more
TL;DR: In this article, the authors examine the usefulness of disgust imagery in a nonprofit organization context as one part of the broader social marketing paradigm and examine the effects of disgust images on empathy, guilt and donation intentions.
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.