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
Identifying Factors Impacting Customers’ Perceived Waiting Time in High Density Passenger Flow Waiting Areas☆
Journal ArticleDOI
Executive Action: Its History, its Dilemmas, and its Potential Remedies
TL;DR: The Administrative Procedure Act (APA) as discussed by the authors provides a set of rules for the enforcement of the rule of law in the administrative state, but does not provide any standards for executive action.
Journal ArticleDOI
An Exploratory Comparison of Customer Service Satisfaction in Hospitality-Oriented and Sports-Oriented Businesses
TL;DR: In this article, the authors compared two hospitality-oriented industries with two sports-oriented ones in terms of customer satisfaction with personal service and the service setting, and found that the two industries had significantly higher satisfaction ratings than the other.
Journal ArticleDOI
Co-production and time use. Influence on product evaluation.
Morten Heide,Svein Ottar Olsen +1 more
TL;DR: The study suggests that time use, perceived convenience, and satisfaction with co-production can be an important variables in the understanding of the evaluative outcome of a co-produced product.
Proceedings ArticleDOI
SatScore: uncovering and avoiding a principled pitfall in responsiveness measurements of app launches
TL;DR: This paper presents the promise of solving the dilemma through a Sat score model and demonstrates some new opportunities for responsiveness enhancement enabled by the SatScore model.
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.