IDEAS home Printed from https://ideas.repec.org/a/ids/ijbglo/v14y2015i2p187-207.html
   My bibliography  Save this article

Waiting in multi-stage services: an exploration across service industries

Author

Listed:
  • Dennis G. Von Bergh
  • Paul W.T. Ghijsen
  • Cees J. Gelderman
  • Ronald S.J. Tuninga

Abstract

This field study explores the relative importance of waiting time perception with waits before, during and following the actual service delivery in three multi-stage services. Data were collected in various service settings, i.e., in restaurants, assessment and dental services in the Netherlands. Structural equation modelling is used to analyse the data. Results imply that in restaurant services, the service-entry wait has the largest influence on service evaluation, in the assessment services the service-exit wait is predominant and in the dental services, the in-service wait is the most important wait. Researchers and practitioners are suggested to apply a stage approach when considering waiting time satisfaction in their work. This study is one of the first to empirically explore the effect of service waits in multiple succeeding services stages outside restaurant services.

Suggested Citation

  • Dennis G. Von Bergh & Paul W.T. Ghijsen & Cees J. Gelderman & Ronald S.J. Tuninga, 2015. "Waiting in multi-stage services: an exploration across service industries," International Journal of Business and Globalisation, Inderscience Enterprises Ltd, vol. 14(2), pages 187-207.
    • Handle: RePEc:ids:ijbglo:v:14:y:2015:i:2:p:187-207
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=67435
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbglo:v:14:y:2015:i:2:p:187-207. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=245 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.