Waiting for service: modelling the effectiveness of service interventions
Author:
Publisher
Springer Science and Business Media LLC
Subject
Strategy and Management,Business and International Management
Link
http://link.springer.com/content/pdf/10.1007/s11628-007-0030-2.pdf
Reference24 articles.
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3. Clemmer EC, Schneider B (1993) Managing customer dissatisfaction with waiting: applying social-psychological theory in a service setting. Adv Serv Mark Manag 2:109–135
4. Davis MM Vollman TE (1990) A framework for relating waiting time and customer satisfaction in a service operation. J Serv Mark 4(1):61–69
5. Dube-Rioux L, Schmitt BH, Leclerc F (1989) Consumers reactions to waiting, when delays affect the perception of service quality. Adv Consum Res 16:59–63
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