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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Proceedings ArticleDOI
Exploiting User Patience for Scaling Resource Capacity in Cloud Services
TL;DR: A scheduling algorithm and an auto-scaling triggering technique that explore user patience in order to identify critical times when auto- scaling is needed and the appropriate volume of capacity by which the cloud platform should either extend or shrink is proposed.
Journal ArticleDOI
Expected Service Quality as Perceived by Potential Customers of an Educational Institution.
TL;DR: In this article, the authors study the perception of service quality by potential consumers before they make their purchase/consumption decision and find out not only how their present customers perceive the quality of its services, but also how potential customers perceive their perceived experience with that service.
Proceedings ArticleDOI
New service development: Linking resources, processes, and the customer
Marisa Reinoso,Siriphan Lersviriyajitt,Nausheen Khan,Woraruthai Choonthian,Phuwadet Laosiripornwattana +4 more
TL;DR: An extended NSD model is proposed, one which is based on Froehle and Roth's work and integrates the resource and process oriented practices of NSD with a new “customer” dimension.
Journal ArticleDOI
Sports operations management: examining the relationship between environmental uncertainty and quality management orientation
TL;DR: In this paper, a multi-country survey of operations managers of sporting stadia in the United Kingdom, United States, Canada, Australia and New Zealand was conducted to understand if and how quality management practices can be used in off-field operations to mitigate on-field uncertainty, and thus have greater control over spectator perception of the sporting experience.
Journal ArticleDOI
Influence of service-entry waiting on customer’s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting
Yu Zhang,Bing-Jia Shao +1 more
TL;DR: Wang et al. as discussed by the authors examined the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers' perceived service-entry waiting time (PSWT) influences their first impression of service staff and satisfaction in the context of online service.
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.